Mobile Telecommunications Specialist - Full-time

Position Overview

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 a Mobile Telecommunications Specialist 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 to support operations and advance the DCSA mission under a single IT environment (i.e., One IT). Req Number: 2511421

Key Responsibilities

• Supports customer service requests and IT service delivery within the IT environment and for mission applications as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives. (This position is onsite in Quantico, VA.)
• Researches, maintains, and applies expertise in emerging technologies, industry developments, trends, best practices, and principles of IT customer support.
• Provides on-site and remote technical support to approved seat service DCSA end users.
• Coordinates, resolves, and closes service requests beyond first call resolution.
• Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
• Supports currency and accuracy of the IT Service Catalog, adding missing services or making recommendations for new services.
• Executes plans for practices, technologies, automation, and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and enhance the customer experience.
• Tracks customer satisfaction benchmarks and metrics.
• Provides weekly, monthly, and ad-hoc customer service reports.
• Executes change management to ensure smoother transition migrations.
• Supports information sharing, knowledge management capabilities, continuous process improvement, and performance tracking and monitoring.
• Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents.
• Ensures all network printers are built and maintained to expected standards of performance and security, with patching and updates carried out promptly and effectively.

Required Qualifications

• Bachelor's degree.
• Two (2) or more years of relevant experience. An additional four (4) years of relevant experience may be considered in lieu of a degree.
• U.S. Citizenship and an active Top Secret clearance with SCI eligibility.
• IAT-II, Security+ certification.