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Field Service Technician

2 months ago

Meade, United States SAIC Full time

Job Summary

SAIC is seeking a highly skilled Field Service Technician to support the transformational infrastructure program for the Defense Counterintelligence and Security Agency (DCSA). As a key member of our team, you will play a critical role in delivering highly secured and adaptable IT infrastructure, providing customer support, and cutting-edge technologies that support operations and advance the DCSA mission.

Key Responsibilities

  • Provide technical support to DCSA end users, including on-site and remote assistance with data input/output devices, laptops, tablets, workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
  • Research and apply expertise in emerging technologies, industry developments, trends, best practices, and principles of IT customer support to ensure the delivery of high-quality services.
  • Collaborate with desk side support and service desk resource teams to troubleshoot and isolate IT technical issues and outages, ensuring minimal impact to users.
  • Coordinate, resolve, and close service requests beyond first call resolution, handling customer interactions across multiple communication channels and business lines.
  • Support the currency and accuracy of the IT Service Catalog, adding missing services and/or making recommendations for services not offered.
  • Execute plans for practices, technologies, automation, and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
  • Track customer satisfaction benchmarks and metrics, providing weekly, monthly, and customer service ad-hoc reports.
  • Execute change management to perform smoother transition migrations, ensuring minimal disruption to users.
  • Support information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
  • Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
  • Ensure laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.
  • Provide on-site support for classrooms and staff computers, working with course managers to ensure seamless delivery of services.

Requirements

To be successful in this role, you will need:

  • An Associate's degree and six (6) or more years of related experience, or an additional two (2) years of relevant experience in lieu of a degree.
  • A Top Secret clearance.
  • IAT-II Certification in one of the following areas: CCNA-Security, CySA+, GICSP, GSEC, Security + CE, CND, and/or SSCP.

Preferred Qualifications

A TS/SCI clearance is highly desirable.