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Technical Support Specialist

2 months ago

Fort Worth, Texas, United States SAIC Full time
Job Summary

SAIC is seeking a highly skilled Technical Support Specialist to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). As a key member of the Tech Dispatch team, you will be responsible for providing onsite support for incidents and service requests that cannot be resolved remotely by Service Center Staff.

Key Responsibilities
  • Install, modify, and replace hardware as required to resolve incidents.
  • Resolve desktop and network issues to restore service.
  • Understand premise wiring/cabling best practices.
  • Use ITSM and ServiceNow ticket processes to document actions taken and execute hardware or software deployment.
  • Support lifecycle asset management (LCAM) of IT equipment – deployment through exchange/disposal.
  • Ensure troubleshooting and resolutions are accomplished using industry best practices, resolve technical issues, and document installed configuration.
  • Make updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and work on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems.
Requirements
  • A Bachelor's degree related to Computer and Information Technology Services and 2 years of experience, AA Degree in related discipline and seven (7) years or more of related experience; or, High School and nine (9) years of related experience with relevant certification.
  • Must be willing to work effectively within a team environment in a fast-paced support role.
  • Must possess excellent communication skills, be dependable, outgoing, and positive with excellent problem-solving skills.
  • Must be able to obtain a Public Trust clearance, citizenship required.
Desired Skills and Experience
  • A Bachelor's degree related to Computer and Information Technology Services and 2 years of experience, an Associate's and 9 years of experience, or High School and 10 years of additional experience.
  • Technical proficiency in supporting desktop, server, printer, and network equipment.
  • IT Certification(s).

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion.