Tier 1 IT Support Technician

Description

SAIC is seeking a Tier 1 IT Support Technician to support the Portsmouth Naval Shipyard (PNSY) Information Technology Programs for the Dept of the Navy. This initiative leverages advanced technologies and integrates critical defense systems to optimize ship maintenance through IT applications, systems, and training, ensuring sustained mission success in naval ship maintenance operations.

Work is performed on site in Kittery, ME.

Role: Provide first-level technical support and troubleshooting for computer hardware, software, network, system/application access, and telecommunications systems via telephone or self-service ticketing. Diagnose, identify, isolate, and analyze problems using historical database records and maintain updated records and tracking databases. Route complex issues to product line specialists or higher-level support when necessary. Perform basic remediation steps, issue and reset passwords, and create accounts for local networks and applications. Support the setup, delivery, repair, inventory, and lifecycle management of workstations, software, peripherals, and other IT equipment using tools like ServiceNow and NMCI systems. Ensure compliance and documentation for IT systems and provide coordination for the delivery and maintenance of IT equipment. Assist with maintaining high standards of customer service and efficiency, contributing to the overall effectiveness of IT operations

Responsibilities:  

• Provide Tier 1 coverage.
• Perform basic remediation steps.
• Issue and reset passwords and create accounts for local networks and applications.
• Maintain a current and accurate knowledge base repository of documented solutions.
• Provide support for the reset of Personal Identification Numbers (PINs).
• Provide customer satisfaction surveys to assess the customer service being provided.
• Provide NMCI ACTR services and utilize NMCI and local tools to manage NMCI requests service delivery.
• Support and deploy NMCI Deployable Site Transport Boundary (DSTB) systems.
• Assist with reviewing NMCI Information Communication Technology (ICT) infrastructure requirements.
• Support the setup, delivery, repair, inventory, and lifecycle management of workstations, software, peripherals, and other miscellaneous IT equipment.
• Resolve service and incident tickets.
• Maintain compliance and documentation.
• Maintain compliance and documentation Platform IT (PIT) systems.
• Provide coordination for the delivery/transportation and maintenance of MFDs, and troubleshoot and perform routine maintenance.
• Support the collection and disposal of IT equipment.
• Ensure CMDNet devices are in compliance with Information Assurance Vulnerability Management (IAVM) and IAVAs, and provide CMDNet reports.
• Patch and maintain systems across the CMDnet Network.
• Develop new task sequence packages to push software/fixes to all nodes on the network.
• Provide DoN Application and DADMS repository support.
• Review processed Change Control Board (CCB) software review requests.
• Provide administrative support for software maintenance renewals and licensing.
• Support configuration and integration of CAD and CAM systems.
• Support the setup and interface of IT components.
• Loading the operating system and configuring software, peripherals, patching, and hardening.
• Provide on-site support, including basic network administration, basic network server administration and customer support for ship cable maintenance and repair activities at the PNSY [to] include Communication Security (COMSEC) and End Device Support items. 

Qualifications

REQUIRED EDUCATION:  AA Degree in related discipline and 1 year related experience; Or, High School and two (2) years of related experience with relevant certification.

REQUIRED EXPERIENCE:    

• Experience in providing technical support and troubleshooting for computer hardware, software, network, system/application access, and telecommunications systems.  
• Proficiency in performing Tier 1 support tasks, including basic remediation steps, password resets, and account creation for local networks and applications.  
• Skilled in maintaining a knowledge base repository of documented solutions and managing service delivery using tools like NMCI.  
• Capable of supporting and deploying NMCI Deployable Site Transport Boundary (DSTB) systems and reviewing Information Communication Technology (ICT) infrastructure requirements.  
• Adept at the setup, delivery, repair, inventory, and lifecycle management of IT equipment, as well as ensuring compliance and documentation for IT systems.  
• Ability to perform basic network and server administration and provide on-site support, including for ship cable maintenance and repair activities.  
• Works under the direction and supervision of more senior personnel.

REQUIRED CERTIFICATION:  Must be DoD 8570 compliant in one of the following: CompTIA Security+, CompTIA A+ and/or CompTIA Network+

REQUIRED CLEARANCE:  Active Secret clearance