Field Service Technician

SAIC•Marion Township, PA

13d•$80,000•Onsite

About The Position

SAIC is seeking a Field Service Technician for a fully onsite position supporting our DCSA/OneIT program out of Boyers, PA. This role is crucial for safeguarding our nation's information by sustaining, modernizing, and transforming the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). SAIC will provide an enterprise IT solution that delivers highly secure and adaptable IT infrastructure, customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).

Requirements

Active TS/SCI clearance
Sec+ certification

Responsibilities

Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives.
Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
Provides on-site and remote technical support to approved seat service DCSA end users.
Assists staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
Provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
Coordinates, resolves, and closes service requests beyond first call resolution.
Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
Tracks customer satisfaction benchmarks and metrics. Provides weekly, monthly, and customer service ad-hoc reports.
Executes change management to perform smoother transition migrations.
Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.
Supports Classrooms and Staff Computers.
Works future classroom demands during half days when classes are not in session.
Works with Course managers on the class schedule.
Walks through classrooms to provide a list of requirements for full capacity classroom usage (e.g., dual monitors, laptops, docking stations, network in the room, cabling, and potentially future Wi-Fi).
Maintains routines for ghosting computers and sharing licenses for each laptop, validating each image is correctly performed per instructors' request.
Sustains normal classroom support (ghosting, maintenance, and prep) in tandem with real-time classroom support while classes are in sessions.
Engages directly in classrooms to get networks or the interface of computers working with students.