End User - Field Support

SAIC (Science Applications Int.)•Oakland, CA

31d•$40,001 - $80,000•Onsite

About The Position

This position is full-time On-Site located at the Department of Transportation, Oakland CA. Performs day-to-day activities required to provide Tier 2 and Tier 3 support to end users, to include, move/add/change of end user equipment, software install and upgrades, and general troubleshooting and problem resolution. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Updates status of queued service requests with the IT service management system. The support will range from simple to complex system issues and may include VIP support requirements. The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes. Escalation point for Junior and Mid-level desk side engineers. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers. Updates status of queued service requests with the IT service management system. Remote and Deskside Experience troubleshooting hardware and software issues Troubleshooting Microsoft Windows Installation and configuration of new machines in a Windows environment. Smart cards / PIV cards (general knowledge) Experience with Office 365, VPN, Active Directory, Thin Client Provide Remote Tool Support Conference Room / VTC Setups Travel to various field sites is required, and reliable and independent transportation will be needed.

Requirements

Must have a minimum of 7 years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users
Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking
Must possess a High School Diploma
Degree may be substituted with 6 additional years of related experience
Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills
Need to be able to work independently and as part of a team
Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software
Perform repairs on Apple computer and iOS hardware and software
Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities
Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed
Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration
HDI Technical Support Professional required within six (6) months of employment
Must be reliable and have independent transportation
Position requires a Secret Clearance, citizenship required
Remote and Deskside Experience troubleshooting hardware and software issues
Troubleshooting Microsoft Windows
Installation and configuration of new machines in a Windows environment.
Smart cards / PIV cards (general knowledge)
Experience with Office 365, VPN, Active Directory, Thin Client
Provide Remote Tool Support
Conference Room / VTC Setups
Travel to various field sites is required, and reliable and independent transportation will be needed.

Nice To Haves

Understanding of the MAC OS Imaging process using JAMF preferred but not required
Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs
Certifications desirable but not required include A+, Net+, Secure+

Responsibilities

Provide Tier 2 and Tier 3 support to end users
Move/add/change of end user equipment
Software install and upgrades
General troubleshooting and problem resolution
Engage engineers from multiple teams to troubleshoot issues
Update status of queued service requests with the IT service management system
Troubleshoot complex issues that were unable to be remediated by junior and mid-level engineers

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