Help Desk Support Technician at SAIC

Silver Spring, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Mar, 26

Salary

0.0

Posted On

20 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Knowledge, Troubleshooting, Customer Service, Sense of Urgency, Documentation, SOP Adherence, Collaboration, Adaptability, Attention to Detail

Industry

Defense and Space Manufacturing

Description

We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our Parsippany, NJ and Washington DC area locations. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA users at both sites, ensuring efficient operation of hardware, software, and peripheral devices. The ideal candidate would possess a Public Trust clearance and would serve as the primary escalation point for advanced troubleshooting and ensure seamless end-user support. Core Competencies Technical Knowledge – Solid grasp of OS, hardware, enterprise apps, and networking basics Troubleshooting – Diagnose, escalate, and resolve advanced technical issues Customer Service – Communicate clearly and professionally with end users Sense of Urgency – Prioritize critical issues, meet SLAs Documentation – Write clear ticket journal notes and closure details for transparency SOP Adherence – Consistently follow standardized procedures for ticket handling Collaboration – Work effectively with Tier 1, peers, and escalation teams Adaptability – Adjust quickly to new technologies and shifting priorities Attention to Detail – Ensure accuracy and completeness in tickets, notes, and resolutions Key Responsibilities & Essential Duties Resolve escalated tickets for hardware, software, and network issues Install, configure, and maintain desktops, laptops, printers, and peripherals Support enterprise applications and user account access Assist with upgrades, patching, and rollouts Write clear and complete ticket journal notes and closure comments Follow standardized SOPs for ticket triage, escalation, and resolution Maintain and update knowledge base articles for repeatable fixes Collaborate with system admins, network, and application teams for escalations Deliver excellent customer service while ensuring timely issue resolution Required: Associate’s degree or higher in IT, Computer Science, or related field, or equivalent experience Advanced understanding of enterprise systems, networks, and applications 2–4 years of experience in technical support or IT operations Excellent written and verbal communication skills Preferred: CompTIA A+, or other relevant certifications Experience with ITSM tools, ticketing systems, and enterprise applications Familiarity with multiple platforms (Windows, MacOS, Linux) Ability to analyze recurring issues and recommend process improvements Required Clearances/ Certifications Authorized to work in the U.S Must be able to acquire Public Trust Clearance Work Environment / Location Expectations Primarily onsite with possible hybrid options depending on business needs Standard office environment with occasional lifting of IT equipment (up to 25 lbs) Minimal travel required

Responsibilities

The Help Desk Support Technician will resolve escalated tickets for hardware, software, and network issues while ensuring excellent customer service. They will also install, configure, and maintain IT equipment and support enterprise applications.