Knowledge Center Support

$40,001 - $40,001/Yr

SAIC

Full-time - Entry Level

Remote

Professional, Scientific, and Technical Services

About the position

The Knowledge Center Support role at SAIC involves providing essential IT support to the Defense Counterintelligence and Security Agency (DCSA). This position focuses on enhancing the Knowledge Management (KM) function within the DCSA IT enterprise, ensuring high-quality IT services are delivered to customers. The role requires collaboration with various teams to manage knowledge articles and facilitate effective knowledge transfer, ultimately contributing to the security and efficiency of the agency's operations.

Responsibilities

• Supports the Knowledge Management (KM) function and process across the DCSA IT enterprise IAW ITIL best practices.
• 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 across the entire service lifecycle.
• Coordinates and collaborates with customer support, IT service desk and desktop engineering/automation teams to manage knowledge articles and knowledge base.
• Works with managers and supervisors to ensure effective utilization of the knowledge base by teams.
• Researches and applies expertise in emerging technologies and industry developments related to IT knowledge management.
• Provides guidance for documentation and knowledge transfer methods between teams.
• Supports the training team in planning and providing training and internal knowledge transfer.
• Provides inputs into the Activity Report.

Requirements

• BA/BS degree or equivalent experience.
• Three (3) or more years of relevant experience; an additional four (4) years may be considered in lieu of a degree.
• Secret clearance.
• IAT-II certification (e.g., CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, and/or SSCP).
• Experience with ticketing systems (SNOW preferred).
• Knowledge of Internet browsers, settings, cache, and privacy controls.
• Ability to learn software applications efficiently and adaptively.
• Ability to provide first-level contact and problem resolution for users.
• Ability to support company cybersecurity efforts.
• Excellent verbal and written communication skills.
• Ability to take ownership of issues and escalate incidents as necessary.
• Highly motivated team player with the ability to manage changing priorities.