Deskside Technician

SAIC•Washington, DC

13d

About The Position

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.