IT Support Technician

2 weeks ago


Charlotte, North Carolina, United States SAIC Full time

Company Overview
SAIC is a leading technology integrator, addressing our nation's most intricate modernization and systems engineering challenges across various sectors including defense, space, federal civilian, and intelligence markets.

Position Summary
We are seeking skilled IT professionals to join our Defense & Civilian Sector, providing support to the Federal Aviation Administration Integrated Service Center (FAA ISC). This role is essential in delivering customer-focused IT Service Management (ITSM) aimed at enhancing service quality and implementing effective processes and strategies.

Role Responsibilities
As a member of the Tech Dispatch team, you will:
1. Provide onsite assistance for incidents and service requests that cannot be resolved remotely.
2. Manage, track, and resolve escalated technical issues using Remedy.
3. Install software, adjust settings, and replace hardware as necessary to address incidents.
4. Troubleshoot desktop and network problems to restore functionality.
5. Understand and apply best practices for premise wiring and cabling.
6. Document actions taken and manage hardware or software deployments through ITSM and Remedy ticket processes.
7. Support lifecycle asset management (LCAM) of IT equipment from deployment to disposal.

Documentation and Knowledge Management
Ensure that troubleshooting efforts and resolutions adhere to industry best practices. Document configurations and updates in the knowledge base, detailing issues encountered and their resolutions, while contributing to the development of processes that enhance the service desk's ability to identify and resolve problems.

Physical Requirements
This position may require frequent lifting and/or moving of up to 10 pounds and occasional lifting of up to 50 pounds.

Qualifications
Required:
- A Bachelor's degree in Computer and Information Technology Services with 2 years of relevant experience, or an Associate's degree with 7 years of experience, or a High School diploma with 9 years of related experience and relevant certification.
- Ability to work effectively in a collaborative, fast-paced support environment.
- Excellent communication skills, dependability, and a positive attitude with strong problem-solving capabilities.
- U.S. citizenship or green card holder status with residency in the U.S. for at least 3 years, and the ability to obtain a public trust.

Desired Skills
- Technical proficiency in supporting desktop, server, printer, and network equipment.
- Relevant IT certifications.

Company Commitment
SAIC is committed to diversity and inclusion in the workplace and welcomes applications from all qualified individuals.



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