Service Desk N2c2

Perspecta Inc. Colorado Springs , CO 80928

Posted 2 months ago


Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. We are a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselvesto respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers.

Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many waysnot only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter.

Perspecta's talented and robust workforce14,000 strongstands ready to welcome you to the team. Let us make an impact together.

Perspecta has an immediate need in our US Public Sector group for a Service Desk N2C2 in Colorado Springs, CO.

  • Current Active TOP SECRET/SCI Eligible CLEARANCE - SECURITY + CE and Windows 10 Certification, ITIL v3 Foundations (or must be able to obtain with 90 days or hire) Rotation Shift Work (24x7)

Position Description/ Summary:

  • Provide ITIL based Service Desk support to NORAD and USNORTHCOM (N&NC) users

  • Follow existing policy and process to ensure user receives quality service resolution on the first call

  • Support Request Fulfillment by supporting the installation of standard requests, both on-site and remotely

  • Ability to conduct quality customer follow-up on open Incidents and Service Requests

  • Perform software installations and upgrades

  • Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures

  • Ability to speak well and professionally to N&NC users either on the phone or in person

  • Develops and promotes standard operating procedures

  • Ensure proper security practices are in accordance with established IT policies and procedures

  • Ability to show initiative and act independently to resolve problems, manage multiple priorities and follow through on projects/tasks to completion

  • Ability to effectively communicate by phone or in person and handle difficult situations and customers

  • Other duties as assigned


Minimum Qualifications:

  • Minimum 5 years of operational IT experience with a degree, 7+ years without a degree

  • Must have operational hardware experience with multi-vendor laptops and workstations, HP Printers, and common workstation peripherals

  • Commitment to maintaining the highest standard of customer service with outstanding written and oral communication

  • Previous experience supporting a Government and/or Department of Defense customer.

  • Experience with USAF/DoD systems a plus.

  • DOD 8570 Security+ w/ce and Windows 10 Certification

  • ITILv3 Foundations required (or must be able to obtain within 90 days of hire)

Perspecta is an AA/EEO Employer

  • Minorities/Women/Veterans/Disabled and other protected categories
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Posted Today

VIEW JOBS 4/18/2019 12:00:00 AM 2019-07-17T00:00 Job Description Description SAIC is currently looking for information technology professionals who are interested in supporting the North American Aerospace Defense Command (NORAD) and United States Northern Command (USNORTHCOM) Information Technology (IT) Network and Operations Maintenance Support Services (N&NC) as technical and subject matter experts (SMEs). The N&NC Team will provide professional, administrative, technical, and management support for the N&NC Cyberspace Operations Directorate (N&NC/J6) to support the enterprise IT services provided by the N&NC/J6 in support of N&NC missions. The mission is to provide IT services to N&NC based on industry best practices that allows for measurable performance of IT services and meet all N&NC IT requirements through the entire life cycle of each IT service in all possible operating environments. This aligns with the overall mission of the N&NC/JC which is to enable information and decision superiority for the N&NC Commander, subordinates and mission partners in order to optimize collaborative planning and execution in anticipation of military operations across the spectrum of missions throughout the NORAD Area of Operation (AOO) and USNORTHCOM AOR. Job Description: Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. The technicians of the service desk will provide help desk support and resolve problems to end user's satisfaction. The technicians will provide root-cause analysis to all incidents. Ensure all service Incidents and Requests are answered promptly and effectively analyzed, documented, communicated, escalated and closed. Perform root-cause analysis of all incidents. Troubleshoot Windows desktop issues and have experience supporting and troubleshooting Vmware issues. Excellent knowledge and experience with Active Directory Users and Computers. * Extensive experience with troubleshooting Microsoft OS, Active Directory, Microsoft Office suite. * Experience troubleshooting VMWare and virtualization issues * Familiar with help desk software (i.e. BMC Remedy, Service Now, etc.) * Experience working in service desk call center and helping customers debugging IT problems remotely * Virtualization and Network certifications are a plus Certifications: DoD 8570.01-M IAT level II or higher. Current ITIL foundation certification desired. Qualifications Education and Experience: AA degree in related discipline and nine (9) years related experience; Or, High School and eleven (11) years related experience and related advanced certification. A secret security clearance is required and a top secret/SCI security clearance is desired. Overview SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability Saic Colorado Springs CO

Service Desk N2c2

Perspecta Inc.