Engility Corporation Hanscom Air Force Base , MA 01731
Posted 2 weeks ago
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 Hanscom AFB
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
Engility Corporation