Technical Support Specialist

at  SAIC

Job ID: 2411981
Location: WASHINGTON, DC, US
Date Posted: 2024-09-16
Category: Information Technology
Subcategory: Network Technician
Schedule: Full-time
Shift: Evening Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Description
SAIC is seeking a Technical Support Specialist (tier II) to support a large federal government agency. Employee will perform on-site, at a secure government location on one of three shifts, including some weekends and holidays.

REQUIRED EDUCATION & EXPERIENCE:

• Associates and 1 year of related experience; OR high school and 2 years of related experience.
• Ability to focus on ticketing and monitoring systems for sustained periods.
• Ability to follow standard operating procedures and comply with data entry standards.
• Strong oral and written communication skills with experience working directly with end-users, including VIPs.
• Excellent customer service skills.
• Experience with imaging mobile devices.
• Experience with Microsoft Active Directory and Group Policies.

DESIRED EXPERIENCE, SKILLS, & CERTIFICATIONS:

• Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Configuration Manager (MECM).
• Microsoft PowerShell.
• TCP/IP based networking.
• Defender Anti-Virus Software.
• IT service life cycle management (design, build, test, deploy).
• Microsoft certifications.
• CompTIA A+, Network+, Security+.
  Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
  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

• Perform advanced, day-to-day operational maintenance, support, and upgrades for complex operating systems and mobile workstations.
• Coordinate, direct, and perform complex software installations.
• Develop, implement, and promote standard operating procedures and schedules.
• Manage, maintain, and repair enterprise devices for remote global workforce with a user base of more than 20K.
• Utilize an IT Service Management ticketing system (ServiceNow) to document incidents and requests and the respective resolutions and fulfillments.
• Perform administrative tasks on devices in-person and remotely to support a broad range of issues.
• Attend to customers visiting the office in-person via scheduled appointments and walk-ins.
• Organize, configure, and perform troubleshooting on devices brought in for (re)imaging.
• Offer timely technical support and teach users how to operate devices correctly.
• Update and prepare official documentation and records for Leadership and team awareness as well as for future reference.
• Undergo continual training to stay current on corporate and team policies in addition to troubleshooting methods.
• Identify, monitor, and notify team and Leadership of trending issues, requests, and/or other pertinent matters.
  Qualifications