Deskside Support Technician

SAIC•Atlanta, GA

1d•Onsite

About The Position

SAIC is hiring a Deskside Support Technician to support HHS in Atlanta, GA. The Deskside Support Technician will provide ongoing support to Executives and employees across the enterprise including White Glove Deskside End User Support, IT Asset Management (ITAM), Network Printer, and MDM Support for our Executive Customer. The ideal candidate will be a key member of the IMAC Team that helps resolves, tracks, and manages escalated technical problems within ServiceNow as requested via phone, email and internet chat to fulfill these responsibilities. Additionally, the Technician will contribute to the knowledge base by creating documentation describing issues encountered, their resolutions, and work on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems across HHS and partner sites. SAIC is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion.

Requirements

Provide ongoing support to Executives and employees across the enterprise including White Glove Deskside End User Support, IT Asset Management (ITAM), Network Printer, and MDM Support for our Executive Customer.
Resolves, tracks, and manages escalated technical problems within ServiceNow as requested via phone, email and internet chat.
Contribute to the knowledge base by creating documentation describing issues encountered, their resolutions.
Work on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems across HHS and partner sites.

Responsibilities

MS In-Tune Mobile Device Management
Active Directory account management implementation and administration
Microsoft Exchange/Office365 use and/or administration
Microsoft Windows 11 planning and roll out in enterprise environment
Install, connect to the network and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices and telephones
Install and maintain computer software on users’ devices such as Microsoft Windows and Microsoft Office Suite, Antivirus and Malware protection
Conduct user training on approved software and hardware on an as required basis
Incident response and client response coordination for hardware and other IT Operations related failures
Contribute to continual service improvement by assisting with Standard Operations Procedures creation, maintenance and compliance
Perform routine IT system administration, including health checks and supporting incident resolution
Perform asset inventories by identifying and labeling IT equipment according to documented standards and update inventory control systems as required.
Ensure deliverables to internal customers are complete, consistent, high quality, on time and deliver valued outcomes
On occasion, may perform off-hours maintenance and deployments for system releases and/or provide 24x7 support to maintain service availability or to meet customer SLAs.
As ownership of problems from any administrator, follow path of escalated contacts to insure the problems are resolved in timely and effective ways to the satisfaction of the administrator.
Evaluate and perform root-cause analysis on escalated issues.
Create documentation to assist other departments with further analysis of technical issues.
Create Knowledge Base Documents to assist Level 1 in resolving repetitive issues.
Perform other duties as assigned. Building, then leading and mentoring a global team of IT, Asset, and Desk Side Specialists
Provides occasional off- hours on-site support for planned maintenance work, unplanned support issues, or to meet customer SLAs.