SAIC is currently looking for candidates to join our OMDAC SWACA II team upon award. Team SAIC is pursuing the opportunity to provide operation, maintenance, and defense support of Title X communications equipment and information systems under the purview of the Network Enterprise Technology Command (NETCOM), 160th Signal Brigade and its subordinate units in the Southwest Asia (SWA) Theater of operations. Positions are located in Afghanistan, Iraq, Kuwait, United Arab Emirates, Jordan, and Qatar and include a range of qualifications. These positions are contingent upon contract award.
Help Desk Technicians will operate the customer support help and work order desk supporting the Incident Management and Request Fulfillment processes. Focal point for reporting all incidents (disruptions or potential disruptions in service availability or quality) and user POC for Service Requests (routine requests for services). Facilitate problem resolution by monitoring and reviewing tickets, gathering information on outages, and updating service tickets throughout the resolution process in order to provide the customer with feedback and/or resolution information as needed. Help Desk personnel shall identify the nature of the call and attempt initial troubleshooting. If the repairs cannot be made by the Help Desk technician a work order shall be opened and sent to the appropriate IT work center for action. Responsible for ownership of Incident (Remedy) tickets from start until resolution, confirmation and closure of ticket.
Ensure minimum data requirements are entered into the work order, such as the customer's name, place of work (POC), nature of the trouble call or problem, date and time of the call, priority assigned or authorized, and work center assigned for repairs.
Provide customers with the current status on work or services requested not later than the following intervals:
(a) Priority (PRI) 02, once every 24 hours
(b) PRI 05, once every 72 hours, and
(c) PRI 12, once every 10 days.
This status report shall include, at a minimum, status of repairs, status of any parts on order, and estimated completion date (ECD) for the customer's work order. If the due date of the required update is a non-duty day, report on the next duty day. Furthermore, prior to final closure of any ticket contact the customer report the act of remediation and allow the customer to confirm restored operation.
Provide workload factor data at the request of the Government. Minimally, work load factor data reports shall include:
(a) priorities assigned for the period requested
(b) number of work orders in total for the period requested, and
(c) type of work orders in total for the period requested (e.g., system administration, radio maintenance, outside plant).
Provide a customer comment form to every customer.
Specific minimum requirements will vary depending on level. All positions will require a High School Diploma or equivalent. Minimum required experience is 2+ years of related experience;
ITIL Training" "IAT I
Active Secret Clearance is required
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