Tech Lead

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.