Description
Description
Introduction
Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). The Air Force and Combatant Commands Business Group of SAIC is seeking Knowledge Center Support to support a transformational infrastructure program for DCSA.
SAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.
Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).
Job Description
• Supports the Knowledge Management (KM) function and process across the DCSA IT enterprise IAW ITIL best practices in support of the delivery of high-quality IT services to the DCSA customers.
• Supports Knowledge Management needed to operate the Knowledge Center for customer service support on DCSA's portfolio of mission applications.
• Ensures the IT organization collects, analyzes, stores and shares knowledge and information, as and when required, across the entire service lifecycle.
• Coordinates and collaborates with customer support, IT service desk and desktop engineering/automation teams to identify, create, curate, audit, and maintain currency of knowledge articles and knowledge base.
• Works with managers and supervisors to ensure that the teams understand and utilize the knowledge base effectively.
• Researches, maintains, recommends, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT knowledge management.
• Provides guidance for documentation and other methods to facilitate knowledge transfer between teams, such as when an application is handed from the development team to the O&M team.
• Supports the training team in planning, preparing, and providing training and internal knowledge transfer.
• Provide inputs into the Activity Report.
Qualifications
Required Qualifications
It is required that the Knowledge Center Support have the following qualifications:
- BA/BS
- Three (3) or more years of relevant experience. An additional four (4) years of relevant experience may be considered in lieu of a degree.
- Secret clearance
- IAT-II certification (i.e., CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, and/or SSCP).
- Experience with ticketing (SNOW Preferred).
- Knowledge of Internet browsers, settings, cache and privacy controls.
- Ability to learn software applications to assist users efficiently and adaptively to new software or programs.
- Ability to provide first-level contact and problem resolution for users on the applications we support.
- Ability to support company cybersecurity efforts.
- Excellent verbal and written communication skills with the ability to communicate effectively.
- Ability to take ownership of issues, escalating incidents to other support teams where necessary.
- Highly motivated team player with the skills and ability to manage changing priorities.
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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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