SAIC is seeking a secret-cleared Service Desk Hardware Lead / Computing Technician to support the NORAD/NORTHCOM Enterprise IT contract, onsite in Colorado Springs. This role centers on managing hardware benchstock, coordinating refresh deployments, and ensuring ITSM tickets are created for all distributed hardware, with close collaboration with logistics for returns of broken or legacy equipment.
Responsibilities
- Oversee hardware benchstock inventory to ensure availability and accountability
- Coordinate technical refresh deployments across user environments
- Ensure ITSM tickets are created for every piece of hardware distributed
- Coordinate with logistics to return broken or old equipment
- Install, configure and maintain operating system workstations to support business processes
- Maintain organizational asset inventory and physical accountability of equipment
- Install and upgrade software for operating systems and layered packages
- Schedule installations and upgrades in line with IT policies and procedures
- Image NIPR and SIPR devices to optimize performance
- Ensure data integrity by evaluating and applying suitable software and hardware solutions
- Develop and maintain a comprehensive OS and hardware configuration library with supporting documentation
- Maintain continuous monitoring of incidents and service requests to support a culture of continuous improvement in service quality
- Provide real time updates to customers regarding incidents or service requests
- Maintain access to NIPR and SIPR workstations and related programs used by NORAD/NORTHCOM users
- Knowledge of DoD mailbox provisioning using DEPO
- Administrative privileges and experience with Active Directory
- Configure, image, troubleshoot and utilize CSFC devices
Requirements
- CompTIA A+ certification
- CompTIA Sec+ certification
- Effective communication by phone or in person
- Professional presentation
- Willingness to commute to Peterson SFB if required
- Ability to adapt in a fast paced, high demand environment
- Perform tier 1 troubleshooting at the physical layer
- Understanding of both Android and iOS platforms
- Knowledge of ITIL principles and how they apply to incident management and service delivery
Technologies
- Active Directory
- DEPO (DOD Enterprise Provisioning Online)
- Commercial Solution for Classified Solutions (CSFC)
- ITSM tool
- NIPR
- SIPR
- Android
- Apple iOS
Description
SAIC has an opportunity for a secret cleared Service Desk Hardware Lead position supporting the NORAD/NORTHCOM Enterprise IT contract in Colorado Springs. The selected candidate will oversee hardware benchstock, coordinate hardware refresh deployments, and ensure that ITSM tickets are created for all distributed hardware, while working with logistics on returns of broken or obsolete equipment. A minimum of one year of related experience is expected.
Clearance Level Requirements
Must hold an active Secret level clearance and be open to upgrading to TS/SCI in the future.
Education Requirements
Bachelor's degree. In addition, qualifications note that either a Bachelor's degree with 1-3 years of experience or a high school diploma with 4-6 years of experience may be considered.
Preferred Qualifications
- Ability to communicate educated responses to users during network outages or degradations
- Develops tier 0 implementations to facilitate knowledge transfer to users
- Knowledge of incident management and COMSPOT reporting
- Flexibility to provide services during and outside regular business hours when requested by Government Service Owners or Teams
- Understanding of service desk Tactical Training Processes (TTP) and Standard Process Models (SPM)
- Develops and promotes standard operating procedures
- Performs routine hardware and software audits of workstations to ensure compliance with standards, policies, and configuration guidelines
- Capable of lifting 35-50 lbs
- General knowledge of computer functions, shortcuts, and virtual environments
- Experience using an ITSM tool to drive service delivery and performance
- Basic understanding of the DoD environment and military rank structure
Target Salary
40,001 - 80,000 USD per year
