Field Technician IV

SAIC•Oklahoma City, OK

1d•Onsite

About The Position

SAIC has an opportunity for an IT Hardware Technician in Oklahoma City, OK! SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support. Candidates will be a key part of a team of IT professionals who provide hardware and software support for the FAA. Candidate will perform tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues.

Requirements

Diagnosing and resolving user reported issues including desktops, laptops, network connectivity, Windows OS issues and much more
Preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues
Excellent interpersonal and communication skills, both oral and written are required for customer interactions
Strong initiative, teamwork and problem solving skills are also required

Responsibilities

Handle service inquiries and problems to include performing customer support activities involving the installation, modification, and repair of desktop PC, telephone, and peripheral equipment and systems
Conducts installation and testing of equipment to ensure proper working order
Isolates equipment start-up malfunctions and takes corrective action
May make technical presentations and has a strong knowledge of products
Represents the company in a customer support role and is responsible for customer's satisfaction with equipment and servicing
Use remote control tools to assist end users when needed
Build and configure PCs and laptops for deployment to users
Loading and configuring end user device software
Create and/or update tickets with details of worked performed to restore service or satisfy customer request in ticket tracking system
Act as Tier II agent when additional subject matter expertise is required, performing analysis and actions at the direction of higher Tiered support agents, as required
Work with the customer, users, and other supporting engineers to effectively analyze user requirements, user stories, and operations concepts and apply IT solutions to identified issues
Act as a technical resource to others to resolve problems, errors, or other related issues
Anticipate customer needs and proactively identifies solutions
Provide feedback and insight to enable development of user training guides and videos