Technical Support Specialist

1 month ago

Washington, Washington, D.C., United States SAIC Career Site Full time

Description

SAIC is seeking a Technical Support Specialist (tier II) to support a large federal government agency. Employee will perform on-site, at a secure government location on one of the following shifts, including some weekends and holidays.

Shift and days are TBD, but will most likely be 2:30-11:15pm or 3:30pm-12:15pm.

Description of Duties

  • Perform advanced, day-to-day operational maintenance, support, and upgrades for complex operating systems and mobile workstations.
  • Coordinate, direct, and perform complex software installations.
  • Develop, implement, and promote standard operating procedures and schedules.
  • Manage, maintain, and repair enterprise devices for remote global workforce with a user base of more than 20K.
  • Utilize an IT Service Management ticketing system (ServiceNow) to document incidents and requests and the respective resolutions and fulfillments.
  • Perform administrative tasks on devices in-person and remotely to support a broad range of issues.
  • Attend to customers visiting the office in-person via scheduled appointments and walk-ins.
  • Organize, configure, and perform troubleshooting on devices brought in for (re)imaging.
  • Offer timely technical support and teach users how to operate devices correctly.
  • Update and prepare official documentation and records for Leadership and team awareness as well as for future reference.
  • Undergo continual training to stay current on corporate and team policies in addition to troubleshooting methods.
  • Identify, monitor, and notify team and Leadership of trending issues, requests, and/or other pertinent matters.

Qualifications

Required Education & Experience

  • Associates and 1 year of related experience; OR high school and 2 years of related experience.
  • Ability to focus on ticketing and monitoring systems for sustained periods.
  • Ability to follow standard operating procedures and comply with data entry standards.
  • Strong oral and written communication skills with experience working directly with end-users, including VIPs.
  • Excellent customer service skills.
  • Experience with imaging mobile devices.
  • Experience with Microsoft Active Directory and Group Policies.

Required Clearance

  • US Citizenship.
  • Ability to obtain Secret. Must obtain interim secret before starting work.

Desired Experience, Skills, & Certifications

  • Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Configuration Manager (MECM).
  • Microsoft PowerShell.
  • TCP/IP based networking.
  • Defender Anti-Virus Software.
  • IT service life cycle management (design, build, test, deploy).
  • Microsoft certifications.
  • CompTIA A+, Network+, Security+.
SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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