End User – Field Support

SAIC•Oakland, CA

24d•Onsite

About The Position

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 . 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
Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed
Escalates complex problems to upper-level deskside engineers
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
May be assigned to assist in leading small projects and team efforts
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

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.
Escalation point for Junior and Mid-level desk side engineers.
Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.

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