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Helpdesk Operator (Tier 1) - Scott AFB, IL

Scott Afb, IL, US
Job Description - Analyze and develop computer software possessing a wide range of capabilities, including numerous engineering, business and records management functions.

- Develop plans for automated information systems from project inception to conclusion.

- Analyze user interface, workload and computer usage and downtimes, proposed system modifications.

- Maintain hardware and software performance tuning and interface with outside systems.

- Perform upgrades and install new COTS software.

- Analyze the problem and the information to be processed.

- Define the problem, and develop system requirements and program specifications, from which programmers prepare detailed flow charts, programs, and tests.

- Rely on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is expected

- Coordinate closely with programmers to ensure proper implementation of program and system specifications.

- Develop, in conjunction with functional users, system alternative solutions.

- Service level one and two assistants working with three levels of subject matter expert/advanced subject matter expert teams.

- Analyze information requirements.

- Evaluate analytically and systematically problems of workflows, organization, and planning.

- Assist Senior Computer Systems Analyst and Computer Systems Analyst develop appropriate corrective action.

- Help develop plans for automated information systems from project inception to conclusion.

- Define the problem, and develops system requirements and program specifications, from which programmers prepare detailed flow charts, programs and tests.

- Under the supervision of a Senior Computer Systems Analyst or a Computer Systems Analyst coordinate closely with programmers to ensure proper implementation of program and system specifications.

- In conjunction with functional users, develop system alternative solutions.
Required Skills - Active Secret clearance (or higher). - Bachelor's Degree or equivalent in a related area and 0-2 years of experience in the field or in a related area. - IAT Level 1 certification or ability to obtain certification within first 6 months of employment. - Knowledge of commonly-used concepts, practices, and procedures within the IT field. - Familiarity with relational databases and client-server concepts. VOIP customer service experience. PREFERRED EXPERIENCE -ITIL Remedy ticket experience -One Control Ciena, IBM Tivoli NETCOOL, CISCO Prime, and Net Scout -DODIN OSS element management applications -DODIN OSS performance management CA E-Health -DODIN OSS event management Oracle Grid Control and GINMS -DODIN OSS terminal services and Remote Desktop Service (RDS) session -DODIN OSS configuration management Oracle MSS -DODIN OSS Solaris and HP thin client GPON -Experience with TMN industry-standard alarm surveillance, fault management, event management, and configuration management This position supports a U.S. Government contract whose terms require that applicants possess U.S. Citizenship. Secret #clearance
Employment Type Full time
Career Level Mid Career
Job ID 52612394
Company Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. federal civilian agencies, the intelligence community, the Government of Canada, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
Functional AreaCall Center/Help Desk Operations
DepartmentSerco’s C5ISR business unit supports all branches of the U.S. military as they look to extend the life of critical legacy weapons systems and sensors, while seamlessly integrating these systems with the latest C5I environments. We support major transformation initiatives to deliver total situational awareness from the command center to the warfighter on the front line. We are focused on the design, systems engineering, project management, procurement, installation, training, testing, and field maintenance of these systems.
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