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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.

Qualifications

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.

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: 2512550

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