• Technical Support Specialist

    SAIC (Washington, DC)


    Description

    SAIC is seeking a Technical Support Specialist to support a large federal government agency in Washington, DC. Employee will perform on-site, at a secure government location on one of three shifts, including some weekends and holidays.

    Shifts available:

    + Sunday-Thursday, 10:30pm-7:15am

    + Monday-Friday, 2:30pm-11:15pm

    Description of Duties:

    + 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

    Required Education & Experience:

    + Associates and 3 year of related experience; Bachelors and 2 years; OR high school and 5 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.

    Required Clearance:

    + US Citizenship.

    + Active interim secret clearance or higher. Must be able to obtain a secret clearance.

    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.

    REQNUMBER: 2511943

    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