Air Force Cloud1 Service Desk

SAIC is seeking a highly motivated Site Support Technical Specialist to join our Cloud One team on a 24/7 support desk. The selected candidate will create and triage Tier 1 and Tier 2 tickets. Candidates must have a flexible schedule to work any shift needed per the call volume. The Air Force Cloud One Program is an existing global, interconnected, virtualized, hybrid, and IT infrastructure that hosts mission systems, applications, services, and data in support of DoD Services and Agencies. Cloud One incorporates the capabilities of Cloud Service Providers (CSPs) and DevSecOps principles to provide common services and facilitate cloud application migrations to IL-4, IL-5 and IL-6 (NIPRNet / SIPRNet) cloud environments. This position is 100% onsite. Work will be performed at Gunter Air Force Base (Montgomery, AL).

This role may not be immediately available.

Job Responsibilities:

• Point of contact for Cloud One Service Now Tier 2 and 3 tickets for IL-4, IL-5, IL-6 (NIPRNet / SIPRNet)

• SAIC Coordinator / Account Creator POC for of SAAR C1FAMS/R4 process

• Support other service desk activities as needed

• Provide first contact and incident resolution to customer with hardware, software, and application problems including both customer telephone support as well as electronically submitted requests

• Troubleshoot, resolve, and/or escalate technical issues

• Provide polite and friendly customer service

• Record and track issues from onset to conclusion, support account creation and provisioning process, systematically interpret user problems, identify solutions, escalate and report incidents and outages, and communicate effectively with customers till resolution

Required Clearance and Certifications:

• Interim Secret clearance required to start; Ability to obtain a Secret clearance required to maintain employment

• US citizenship required

• Must have a Security Certification or higher to maintain employment

Required Qualifications:

• AA Degree or GED and two (2) years' experience

• Excellent customer service skills

• Experience with Jira, Confluence and/or Service Now as user ticketing systems

• Excellent demonstrated verbal and written skills

Desired Qualifications:

• 1-2 years experience as a Service Desk Agent

• Experience working with US Air Force Cloud One, C1 Dev, or GCCS CCE Operations

• Experience with AWS, Microsoft Azure, Oracle Cloud and/or Google Cloud Platform

• Experience with and knowledge of DoD (NIPRNet / SIPRNet)

• ITIL v4 certification desired

• Experience with Tier 2 ticket management