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Form of workDescription
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. This shift is Tuesday-Saturday, 2:30-11:15pm.
Description of Duties
Required Education & Experience
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.
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. This shift is Tuesday-Saturday, 2:30-11:15pm.
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.
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.
- US Citizenship.
- Interim Secret Clearance with the ability to obtain Secret Clearance.
- 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+.
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.
