Deskside Technician

SAIC•Washington, DC

11d

About The Position

SAIC accepts applications on an ongoing basis and there is no deadline. SAIC® is a premier Fortune 500® 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, civilian and intelligence 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 24,000 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 $7.5 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom . SAIC is hiring a Deskside Support Technician to support HHS in Washington, DC. Job Description: The Desktop 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. In this role you will be a key member of the Deskside Support Team that resolves, tracks, and manages escalated technical problems within ServiceNow as requested via phone, email and internet chat to fulfill these responsibilities, and as necessary 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.

Requirements

H.S. Diploma and 8+ years of relevant experience and Advanced knowledge of networked environments, operating systems (Windows 10/11), PC and network hardware, MacOS
Must be willing to work effectively within a team environment in a fast-paced support role.
Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem- solving skills
Must be a US Citizen with the ability to obtain a Public Trust clearance

Nice To Haves

Advanced knowledge of network printing environments
A+, Net+ desired, ITIL HDI Certification(s)

Responsibilities

Supporting MaaS360 Mobile Device Management.
Active Directory account management implementation and administration.
Microsoft Exchange/Office365 use and/or administration.
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 & request 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.
Provide technical support for MacOS devices, including troubleshooting hardware and software issues, configuring system settings, and assisting users with application installations and updates.
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.