Executive Support Technician

SAIC•Washington, DC

8d•Onsite

About The Position

SAIC is seeking an Executive Desktop Support Technician to provide IT services under its Information Security Services contract with the Federal Deposit Insurance Corporation (FDIC). The role delivers executive-level customer service and technical support to FDIC executive leadership and priority stakeholders, handling issues onsite and remotely and helping maintain system performance and reliability. The position is 100% onsite in Washington, D.C. Hours may fall within shift hours of 6:00 a.m. to 8:00 p.m. 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 4 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 of and hands-on experience with Microsoft Office 365, VPN technologies, and Active Directory management.
Exceptional customer service skills and the ability to communicate professionally and effectively with clients and other teams.
Strong verbal and written communication skills, including clear documentation and collaboration.
Proactive problem-solving mindset and attention to detail.
U.S. citizenship.
Ability to obtain and maintain a Public Trust clearance.

Nice To Haves

At least 1 year of executive VIP support experience is preferred.
Familiarity with Microsoft Intune and remote support tools.
Expertise supporting mobile devices, including iPhones and iPads, and troubleshooting wireless connectivity.

Responsibilities

Provide client services and executive support to onsite and remote users, resolving reported issues efficiently and promptly.
Provide after-hours and as-needed availability based on client volume trends.
Triage, troubleshoot, and resolve technical incidents professionally and in a timely manner, following established procedures and service level agreements.
Communicate with clients through ServiceNow, email, or phone; document resolutions and provide status 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 promptly and accurately.
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 connectivity.