Job Description
Description SAIC is seeking a PC Technician in support of North American Aerospace Defense Command (NORAD)/United States Northern Command (USNORTHCOM) Information Technology (IT) Enterprise Services (NITES). The purpose of NITES is to enable the J6 to provide enterprise ITSM in a consistent, reliable, and cost-effective manner in support of N&NC mission.
SAIC is required to provide a Service Desk to provide incident management and request fulfillment in accordance with the DoD Enterprise Service Management Framework (DESMF). The Service Desk restores normal service to the user in accordance with priority level response times and documents and facilitates service requests in accordance with required priority level response times per N&NC policy.
Successful candidate will be able to perform the following tasks:
- Provide, integrate, and manage Service Desk functions to meet Government specified
deliverables and performance thresholds and objectives. - Implement and manage government-approved, ITIL-compliant Service Desk systems (e.g., Incident tracking system, self-help tools), in order to collect, track, and manage Incidents and Service
Requests received by the Service Desk. - Provide a customer facing view to allow all N&NC customers (including subordinates, regions, and sectors) to check on the status of requests in real-time. For any undefined terms affecting metric collection, analysis, or measurement, the contractor shall provide recommendations for government approval prior to establishing metrical data for reporting.
- Develop and provide procedures to receive and respond to Incidents and Service Requests according to defined prioritization, escalation, and resolution targets.
- Provide a single POC, coordination, and end-to-end ownership for all Incidents and Service Requests.
- Provide customers with multiple alternative communications channels to the Service Desk, including voice messages, email, and chat.
- Provide users with information about the availability of services and the procedures for obtaining these services via a centralized service portal, phone, and command announcements.
- Keep the government informed in the event of system or service degradation and/or outages, including
incidents and requests involving high priority users.
Qualifications - Associates in related field with 3+ years of experience or HS with 5+ years of experience in lieu of education.
IAT Level II Security Certification such as Security + is required for this position. - Experience in a military environment and/or communicating with mid to senior level military members is highly desired for this position.
- Secret clearance.
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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