Role Description We are seeking a dependable and technically skilled IT Support Specialist to provide end-user support and ensure the smooth operation of IT systems across the organization. This role involves troubleshooting technical issues, maintaining systems, and delivering high-quality support services in a fully remote environment. The ideal candidate has strong problem-solving abilities, excellent communication skills, and a customer-focused mindset. - Provide first-level and second-level technical support via phone, email, chat, and ticketing systems. - Troubleshoot and resolve hardware, software, and network-related issues efficiently. - Install, configure, and maintain operating systems, applications, and user devices. - Manage user accounts, permissions, and access controls in accordance with security policies. - Monitor system performance and proactively identify potential issues. - Escalate complex technical problems to appropriate teams when necessary. - Document incidents, resolutions, and technical procedures in knowledge base systems. - Assist with onboarding and offboarding by setting up and decommissioning user accounts and equipment. - Support remote access tools, VPNs, and cloud-based systems. - Ensure compliance with IT security standards and best practices. Qualifications - Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). - 2–5+ years of experience in IT support, help desk, or technical support roles. - Strong knowledge of Windows, macOS, and common business applications. - Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN). - Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management). - Excellent troubleshooting and analytical skills. - Strong verbal and written communication abilities. - Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus. - Ability to work independently and collaboratively in a remote environment. Benefits - Flexible remote work environment - Competitive hourly compensation - Opportunities for certification and career advancement - Supportive and collaborative team culture - Access to modern tools and technologies

• Develop and maintain the long-term technology roadmap for CAPPS systems, data, and platforms to support CPA business goals, ensuring architectural guidelines for solution design, integration patterns, security, cloud usage, and technical best practices are followed. • Lead the CAPPS Technology Operations section by setting team direction, serving as the primary escalation point for complex technical issues, prioritizing work, driving change and innovation, and delegating effectively to strengthen staff capabilities. • Coordinate all CAPPS technical activities between the Technology Operations Team and internal CPA stakeholders, external CAPPS customers, and contracted vendors, including the Managed Services provider and software vendors. • Oversee and assist with troubleshooting technical issues related to CAPPS software applications and supporting infrastructure, including testing activities and communication of technical requirements to functional and technical staff. • Ensure all digital products and content meet WCAG 2.1 accessibility standards, including regular compliance reviews and implementation of remediation when accessibility issues are identified. • Assist with contract management oversight responsibilities, including participation in annual IT control audits, ensuring data security, user permissions, audit trail integrity, and compliance with organizational and regulatory standards. • Maintain documentation related to architecture, configuration, integrations, and change management, and prepare regular status and productivity reports for CPA management review. • Review and provide approval recommendations for all assigned Technical Deliverables related to CAPPS Architecture, System Development Lifecycle, Disaster Recovery, Security Plans, and related technology plans. • Plan and coordinate technical upgrades including PeopleSoft image, PeopleTools, PeopleSoft Fluid, and other software publisher upgrades, while overseeing CAPPS Service Desk operations (BOSSDesk), including design, configuration, testing, and software administration support. • Serve as a technical advisor during CPA procurement cycles, supporting research, solicitation document development, technical specification development, and evaluation and negotiation phases for products and services associated with the CAPPS Program.

Title: Help Desk Agent I Location: Remote Work, VA, United States Department: Technical Support Job Description: Description SAIC has several openings for a Fully Remote, Help Desk Agent I supporting The Virginia Information Technology Agency (VITA) Program. Our Help Desk is the 24x7x365 single point of contact for all Information Technology issues and requests from VITA employees and customers, and supports users at every skill level and background via telephone, chat, email, and direct ticket submission. Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Qualifications - External Service Desk Analyst Experience/Knowledge Required - Customer Service and Level 1 Technical Support Troubleshooting - Problem Solving - PC Proficiency - Identifying and resolving level 1 customer issues - Documentation - Soft Skills- Personable and Professional - MS Office Possesses the ability to work in a specified ticketing system including but not limited to: - Documentation - Ticket Routing - Ticket Categorization - Ticket Closure - Knowledge Base Ticketing System - Metrics & Time Management Metric Scorecard - Attendance & Scorecards must be kept within parameters of Service Desk Manual - Ability to follow set schedule with little variance Qualifications Required: - US Citizen who must be able to pass both an SAIC and Commonwealth of Virginia background check. Desired: - AA Degree in related discipline or High School or equivalent and up to two (2) years of related experience. - Minimum 6 months of experience with computer hardware/software support. - Experience in desktop support, IT concepts, and help desk software. - Hardware/software troubleshooting experience. - Proven experience providing effective and professional communication addressing moderately complex technical issues via telephone, email, and person-to-person. - Demonstrated customer awareness, strong written and verbal communication skills. - Provide excellent customer service. - Proven ability to think and troubleshoot logically, and act decisively in critical situations. - Experience with Microsoft Office Products, Internet Explorer, and Windows. - Preferred Technical certifications such as Security+, Net+, MCP, MCSE, CCNA, ITIL, CHDP, CompTIA A+, CompTIA Net+, and CompTIA Security+ - Windows 7, Windows 10, IE 8 and IE 11, Terminal Services, VPN software, Microsoft and other commonly used commercial products (including Office 2010 Suite), strong Microsoft Outlook skills, remote access, Android and iOS support. - Account administration, password reset experience.

Role Description The specific duties of the IT Design Lead, Patient Support Program will include: - Implement new technologies to support and expand the Salesforce Service Cloud ecosystem and integrated third-party applications. - Lead implementations of Salesforce Service Cloud and Marketing Cloud across Americas, Canada, LATAM, and APAC, ensuring compliance with regional healthcare regulations and program requirements. - Provide strategic guidance on PSP matters across multiple workstreams, including SDLC, development best practices, testing methodologies, and project management. Review code developed by team members. - Identify and deliver opportunities for business process optimization, streamlining workflows and improving efficiency. Lead projects to implement optimizations. - Engineer and manage the integration of multiple platforms and processes, ensuring seamless data management, enhanced user experience, and cost optimization while maintaining high-quality client outcomes. - Design adaptable, scalable, and innovative solutions for diverse customer needs, factoring in demographic trends and generational differences. - Build strong local, regional, and global partnerships across Business Technology teams to align priorities and ensure consistency. - Collaborate with cross-functional developers to define and implement best-practice solutions, leveraging new technologies to accelerate digital transformation. - Build and lead regional and global partnerships, aligning enterprise-wide Salesforce processes with localized Marketing Cloud campaigns. - Foster a culture of innovation and change by encouraging creativity, experimentation, risk-taking, and openness to new perspectives. - Review code from team members, mentor junior developers, and delegate tasks while performing project team lead responsibilities. - Champion business process optimization initiatives (case routing automation, duplicate management, patient journey automation), driving 30–40% efficiency improvements. Qualifications - Master’s degree in Computer Science, Information Systems, Engineering, or related field. - Two years of IT experience. - Expertise in Salesforce Service Cloud and related platforms gained through 2 years of experience. - 2 years' experience with Salesforce Marketing Cloud. - Proficiency in HPALM gained through 2 years of experience. - Knowledge of Copado, Authenticx, and Infinitus platforms gained through 1 year of experience. - Expertise with PSP ecosystems and patient-centric digital solutions in healthcare or life sciences industries gained through 2 years of experience. - Strong background in systems integration, data management, and workflow optimization gained through 2 years of experience. - Demonstrated leadership in global or regional technology initiatives gained through 2 years of experience. - Experience building integrations with Dell Boomi gained through 2 years of experience. - Development within GxP environment including IQ preparation and execution gained through 1 year of experience. - Ability to inspire and lead teams through change, balancing strategic vision with hands-on delivery gained through 2 years of experience. Requirements - All years of experience may be gained concurrently. Benefits - Generous benefits packages.