• IT Support Specialist

    SAIC (Cambridge, MA)


    Description

    SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Department of Transportation. 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.

     

    This is a fully onsite position at the US Dept of Transportation Volpe Center in Cambridge

    JOB ROLE SPECIFIC REQUIREMENTS:

    Proficient prioritizing project tasks and troubleshooting complex and advanced end-user issues. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Willing and able to coach junior and mid-level engineers with complex incidents.

    TOP QUALIFICATIONS, SKILLS, EXPERIENCE OR CERTIFICATIONS:

    + Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.

    + Multi-tasking, prioritization, and time management - Ability to pivot and act in a timely manner.

    + Technical Aptitude – Capable of handling a multitude of technical issues.

    + Excellent written and verbal communication - Ability to accurately diagnose, document and explicate an issue.

    + Patience & Flexibility.

    + Microsoft or other industry related professional certifications are preferred.

    + Essential job functions must include strong analytical and troubleshooting skills.

    + Stay current with existing and emerging technologies, changes and updates.

    Qualifications

    JOB REQUIREMENTS:

    Essential job functions must include strong analytical and troubleshooting skills. The ability to work in a team environment, provide solutions, diagnose and resolve problems. Perform research as necessary to answer questions and resolve issues. Stay current with existing and emerging technologies, changes and updates. Must have a thorough understanding of Windows systems, applications, and be able to support the following in addition to the above skills:

     

    + 7+ years of relevant IT experience demonstrated continuous technical career growth, in Microsoft environments.

    + 7+ years of relevant Desktop support experience, responding to incoming calls, email messages, and walk-up customers.

    + Perform day-to-day responsibilities utilizing ServiceNow.

    + Prioritize and evaluate a variety of technical issues.

    + Ensure proper recording, documentation, and closure of tickets.

    + Triage, resolve, and escalate issues to appropriate teams.

    + Provide installation, configuration, and break-fix for laptops, desktops, and peripherals.

    + Field phone calls or chats throughout the day from internal employees.

    + Bachelor’s Degree in a related field but can be replaced by 7 years of related experience.

    PROFICIENCY WITH:

    + Microsoft Windows 11 Operating Systems, Microsoft O365/M365.

    + Microsoft Active Directory Users and Computers.

    + Cisco Remote VPN Access.

    + Microsoft file and print services.

    + Apple Mobile Systems.

    + DELL hardware.

    ATRIBUTES:

    + Team Player, willing to share knowledge and pitch in wherever needed.

    + Multi-tasking, Prioritization, and Time Management - Ability to pivot and act in a timely manner.

    + Technical Aptitude – capable of handling a multitude of technical issues.

    + Excellent written and verbal communication - Ability to accurately convey an issue.

    + Patience and flexibility.

    REQNUMBER: 2511033

    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. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability