Field Service Technician
1 week ago
Job Summary
SAIC is seeking a highly skilled Field Service Technician to support the DCSA One IT program. As a key member of our team, you will provide technical support to DCSA end users, ensuring the delivery of high-quality IT services and infrastructure.
Key Responsibilities
- Technical Support
- Provide on-site and remote technical support to DCSA end users, troubleshooting and resolving IT technical issues and outages.
- Coordinate with desk side support and service desk resource teams to assign or dispatch the appropriate resource to troubleshoot and isolate IT technical issues.
- Customer Service
- Handle customer interactions across multiple communication channels, providing customized interfaces and information delivery mechanisms.
- Track customer satisfaction benchmarks and metrics, providing weekly, monthly, and ad-hoc reports.
- IT Service Management
- 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 improve the customer experience.
- Knowledge Management
- Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents.
- Ensure laptops, PCs, and other access devices are built and maintained to expected standards of performance and security.
- Classroom Support
- Provide on-site support for classrooms and staff computers, ensuring smooth transitions and migrations.
- Work with course managers to schedule classes and provide a list of required equipment for full capacity classroom usage.
Qualifications
Required Qualifications
The ideal candidate will have:
- An associates 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.
Desired Qualifications
A TS/SCI clearance is also desired.
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