Tech Lead

Job Description

Description

SAIC is seeking a Tech Lead in Norfolk, VA

Job Responsibilities:

• Answering queries and resolving first and second level technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online.

• Adhering to all company and department policies and procedures.

• Responding to escalated tickets from first line staff, diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications utilizing advanced technical skills, historical database records, and knowledgebase documentation.

• Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.

• May route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed.

• May monitor phone and chat queues, email inbox, and the status of service desk tickets to ensure they are completed in a timely manner, alerting management of recurring problems or patterns of problems.

• Providing guidance and possibly coaching to other technicians and may have limited leadership responsibilities within the team.

• Contributing to knowledgebase growth and improvement, representing service desk in interactions with other support teams, and may participate in special projects as required.

Qualifications

Requirements:

• Minimum 3 Months on the service desk

• SIPRnet qualified

• NNPI qualified

• Mobility/IOS qualified

• VIP qualified

• Meets all compliancy requirements

• Operating on location (This is not a remote opportunity)

• Experience providing training on technical subject matter

• Stellar attendance

• Security+ Certified and current

• No recent write-ups or disciplinary issues

• Must be actively engaged in chats providing guidance to analysts

• Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat

• Demonstrated commitment and ability to provide excellent customer service

• Ability to provide leadership to teammates in a fast-paced SLA driven environment

• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others

• Deep understanding of IT concepts/practices and experience with common service desk software

• Proven ability to think and troubleshoot logically and act decisively in critical situations

• Extensive experience supporting Microsoft Office, Windows 10, and others as necessary

• Experienced with account administration practices and Identity Management tools, understands common related security practices

Clearance Requirement:

Must have an active Secret Security Clearance

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.

Overview

SAIC is a premier Fortune 500 technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.