Executive IT Support Technician

at  SAIC

Job ID: 2404579
Location: WASHINGTON, DC, US
Date Posted: 2024-03-27
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Description
SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.
You will be part of the Executive Support team, responsible for onsite support of incidents and service requests for Executives and their staff within the Washington D.C. area at FAA headquarters. In this role you resolve, track, and manage technical problems within ServiceNow. As support provided to Executive staff is critical and has a high level of visibility with the customer; an exceptional level of detail and customer service is necessary in all interactions with related users. Travel may be required to support remote FAA sites that do not have local technicians assigned.

REQUIRED EDUCATION & EXPERIENCE

• A Bachelor’s degree related to Computer and Information Technology Services and 2 years of experience, additional experience may be considered in lieu of a degree.
• 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.
• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.

DESIRED SKILLS, EXPERIENCE, & CERTIFICATIONS

• Technical proficiency in supporting desktop, server, printer, and network equipment.
• IT Certification(s)
• HDI Certification(s)
  SAIC accepts applications on an ongoing basis and there is no deadline.
  Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site

RESPONSIBILITIES

• Provides end-to-end, top-tier level customer service and support to all related executive VIPs which require assistance, either through Incident escalation, or direct contact from the user to a related executive support technician.
• Installs software, modifies settings, and replaces hardware as required to resolve the incident.
• Resolves operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
• Supports lifecycle asset management (LCAM) of IT equipment – deployment through exchange/disposal.
• Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues resolved per FAA direction, and documents installed configuration.
• Makes updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems.
• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
• Uses ITSM and ServiceNow ticket processes to document actions taken and executes hardware or software deployment.
  Qualifications