FEMA O&M Help Desk Specialist Job


FEMA O&M Help Desk Specialist (Job Number:439195)

Description:



Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content.

Qualifications:

TYPICAL EDUCATION AND EXPERIENCE:

- Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience

CLEARANCE REQUIREMENT:

- Clearance Level Must Currently Possess: Secret
- Clearance Level To Obtain: Secret

REQUIRED EDUCATION AND EXPERIENCE:

- Ability to identify, diagnose and resolve issues for users of various telecommunications services
- Strong customer service focus
- Knowledge of various telecommunications services and next generation mobility technology
- Experience in an IT help desk or service desk environment
- Understanding and experience in using an incident management system such as Remedy ITSM
- High level of written communication and documentation skills
- Skills to develop documentation for the team and user manuals for use by team members as well as for non-technical end-users

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: Aug 21, 2018, 10:39:43 AM
Primary Location: United States-DC-FORT MCNAIR
Clearance Level Must Currently Possess: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time
Company
SAIC
Posted
09/20/2018
Type
Full time
Location
Fort Mcnair, DC, US