Executive Support Technician

SAIC•Washington, DC

9d•Onsite

About The Position

SAIC is partnering with the Federal Deposit Insurance Corporation (FDIC) under the Information Security Services contract to provide IT services that support the FDIC’s executive leadership and priority stakeholders. The Executive Support Technician delivers executive-level customer service and desktop support, addressing technical issues onsite and remotely while helping ensure system performance and reliability. The position supports Windows enterprise systems, Microsoft 365, VPN technologies, Active Directory, Intune, smart cards/PIV cards, and mobile devices. It requires professional communication, thorough documentation, and collaboration to resolve issues and maintain operational visibility. The position is 100% onsite in Washington, D.C., with hours that may fall within 6:00 a.m. to 8:00 p.m. and after-hours availability as needed based on client volume. U.S. citizenship is required, and the employee must be able to obtain and maintain a Public Trust clearance.

Requirements

Associate degree and 6 years of related experience; additional experience may be considered in lieu of a degree.
At least four years of deskside support experience.
Proficiency troubleshooting Microsoft Windows 11.
Experience installing and configuring hardware and software in a Windows enterprise environment.
Knowledge of smart cards/PIV cards, including setup and troubleshooting.
Strong understanding and hands-on experience with Microsoft Office 365, VPN technologies, and Active Directory management.
Familiarity with Microsoft Intune and remote support tools.
Mobile device support expertise, including iPhones, iPads, and wireless troubleshooting.
Exceptional customer service and professional communication skills.
Strong verbal and written communication, documentation, and collaboration abilities.
Proactive problem-solving mindset, attention to detail, and ability to work under pressure.
U.S. citizenship.
Ability to obtain and maintain a Public Trust clearance.

Nice To Haves

At least one year of executive VIP support experience.

Responsibilities

Provide onsite and remote client services and executive support, resolving reported issues efficiently and promptly.
Provide after-hours and as-needed availability based on client volume trends.
Triage and troubleshoot incidents according to established procedures and service level agreements.
Communicate professionally through ServiceNow, email, and phone; document resolutions and provide client updates.
Escalate recurring incidents and service gaps to initiate Problem records and address trends.
Maintain accurate asset management records, including device assignments, usage status, and real-time updates.
Collaborate with clients, peers, and leadership to share information and resolve issues.
Document troubleshooting actions and solutions in the IT Management System (IMS).
Support Microsoft Intune, Active Directory, and VPN technologies.
Support mobile devices, including iPhones and iPads, and troubleshoot wireless issues.