Desktop Support

SAIC • Buffalo, NY

126d • $40,001 - $80,000

About The Position

SAIC is seeking a Desktop Support in Buffalo, NY to support the US Army Corps of Engineers (USACE) Revolutionary IT Services (RITS) to provide second-tier support to end-users for PC, server, mainframe applications, and hardware and interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Handle escalated tickets from first-tier help desk support.

Requirements

• Associates degree and three (3) years or more of related experience; two (2) additional years of experience accepted in lieu of degree
• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications)
• Must obtain appropriate DoD 8570 IA Computing Environment Certification within 6 months of employment
• Must be able to obtain an Interim Secret Clearance in order to begin employment; must be able to obtain a Secret Security Clearance in order to maintain employment
• Must be a current US Citizen
• Must have valid driver's license
• Experience supporting Windows 10, and MS Office 2013
• Experience using Service Now or a similar ticketing system
• Experience in Tier II helpdesk environment

Responsibilities

• Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records
• May route calls to product line specialists, application, or system support specialists
• Maintains and updates records and tracking databases
• Alerts management to recurring problems and patterns of problems
• Perform technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages
• Install and test personal computers, printers, and other peripherals
• Configure operating system, load shrink-wrap programs and other application software programs
• Troubleshoot printer, computer, and peripheral incidents
• Perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software
• Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree