Field Service Technician

3 days ago


Meade, United States SAIC Full time

Job Summary

SAIC is seeking a highly skilled Field Service Technician to support the Defense Counterintelligence and Security Agency (DCSA) in safeguarding national security. The successful candidate will provide technical support for IT infrastructure, network devices, and cybersecurity systems, ensuring seamless operations and minimizing disruptions.

Key Responsibilities

  • Provide on-site and remote technical support for DCSA end users, troubleshooting and resolving IT issues related to laptops, tablets, workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, and network interface devices.
  • Collaborate with desk-side support and service desk resource teams to assign or dispatch the appropriate resource 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 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 enhance the customer experience.
  • Track customer satisfaction benchmarks and metrics, providing weekly, monthly, and ad-hoc reports.
  • Execute change management to perform smoother transition migrations, ensuring minimal disruption to operations.
  • 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, with prompt patching and updates.

Requirements

The ideal candidate will possess an Associate's degree and six or more years of related experience, or an additional two years of relevant experience in lieu of a degree. Top Secret clearance is required, and IAT-II Certification in one of the following areas is highly desirable: CCNA-Security, CySA+, GICSP, GSEC, Security + CE, CND, and/or SSCP.

SAIC is an Equal Opportunity Employer



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