Cloud Support Specialist Job Listing at SAIC in Springfield, VA (Job ID 2505656)

Description

Description

SAIC has an opportunity for a Cloud Support Specialist in Springfield, VA!  This role is mostly remote with some onsite work required.  Candidates must reside in the local DMV area.

Job Duties:

• Support government clients in a help desk capacity, working within a team to resolve issues via a ticketing system and troubleshooting via phone calls from clients. 
• Provide daily monitoring, administration, troubleshooting, and issue resolution to user problems utilizing ServiceNow and Jira.
• Provide first-line technical support for Google Workspace applications, including Gmail, Drive, Docs, Sheets, Slides, Meet, and Calendar.
• Diagnose and resolve issues related to account access, permissions, synchronization, and overall application functionality.
• Manage and monitor the Google Admin Console for account administration, security settings, and group policies.
• Assist in onboarding new employees, setting up accounts, and delivering basic training on Google Workspace tools.
• Monitor system performance, report outages, and collaborate with IT administrators to resolve issues.
• Ensure timely resolution of support tickets, proactively following up with customers to confirm issue resolution and feature optimizations.
• Provide clear and consistent communication regarding ticket statuses, resolution timelines, and best practices.
• Reach out to users proactively, offering assistance with Google Workspace functionalities and resolving challenges.
• Schedule and conduct demos and training sessions to enhance user adoption and efficiency with Google Workspace tools.
• Stay up to date on Google Workspace updates, new features, and best practices.
• Resolve support tickets promptly using ticketing systems like ServiceNow and Jira.
• Recommend and implement optimizations to improve efficiency and productivity within Google Workspace.
• Assist business teams in leveraging Google Workspace for enhanced workflow and collaboration.

Qualifications

Required Education & Experience:

• Bachelor's degree and 3 years of relevant experience.
• Proven experience in IT support or help desk roles, preferably with Google Workspace administration.
• Strong knowledge of Google Workspace applications and Admin Console functionalities.
• Basic understanding of security settings, authentication methods, and access control.
• Familiarity with ticketing systems such as ServiceNow and Jira for tracking and resolving support requests.
• Excellent problem-solving abilities and the capacity to work under pressure.
• Strong communication skills with a focus on customer service.
• Ability to create and maintain documentation and knowledge base articles.

Required Clearance:

• US Citizenship.
• Ability to obtain a secret clearance.  Interim secret is required to start work.
• Active secret clearance is highly desired.

Preferred Qualifications:

• Experience managing SaaS applications in a corporate environment.
• Knowledge of scripting or automation tools (e.g., Google Apps Script).
• Understanding of ITIL practices and IT service management (ITSM) tools.
• Relevant certifications (e.g., Google Workspace Administrator, ITIL, CompTIA) are a plus.

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.

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