Cloud Solutions Help Desk (Call Center) Analyst(AWS)

Compensation

: $52,980.00 - $87,220.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Job Description

Description

We are currently seeking an experienced Cloud Solutions Help Desk (Call Center) Analyst(AWS) to begin an exciting anf challenging career with Unisys Federal Systems. Primary responsibilities will include supporting the ongoing AWS Cloud Solutions (both public cloud and Gov Cloud), contributing in the design if required, and being primarily responsible for supporting all aspects of the AWS based infrastructure for migrated and deployed agency workloads. Will work with AWS, client personnel, users and stakeholders, and other Unisys and 3rd party contractors as required. Duties/Tasks and Responsibilities: Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request. Provides detailed level answers on Cloud Platforms supported and provides escalation and routing for complex issues and requests. Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. Researches customer concerns and find appropriate resolutions. Creates and maintains case management records of daily problems and remedial actions taken, or installation activities. Directs remote support to users for network and desktop hardware and software problems. Picks up calls from users, diagnoses problems and recommends solutions per script. Refers on non-resolved problems. Typically only provides Tier 2 support. A Level 2 technician and or a Team Lead (higher level of technical knowledge/skills required).

Qualifications

Position Requirements: U.S. CITIZENSHIP REQUIRED Experience: Must have a minimum of four (4) years of work experience in a federal government environment providing help desk hardware and software support. Bachelor of Computer Science, Information Systems or related field preferred. Five (5) years of equivalent work experience in-lieu of education will be considered. HDI Support Center Analyst (HDI-SCA) Certification required within six (6) months of employment.

* Practitioner Level Certification in AWS (or Azure 900) preferred and highly desirable

Desired Qualifications

Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $6.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability
Associated topics: assistant, client support, customer support, desk, help desk, information technology help desk, msword, system support, technical support, technical support specialist * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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