Help Desk Support Technician

SAIC • Buffalo, NY

11d • Onsite

About The Position

We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support at our Buffalo, NY location. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA, ensuring efficient operation of hardware, software, and peripheral devices. The ideal candidate would possess a Public Trust clearance and would serve as the primary escalation point for advanced troubleshooting and ensure seamless end-user support.

Requirements

• Solid grasp of OS, hardware, enterprise apps, and networking basics.
• Diagnose, escalate, and resolve advanced technical issues.
• Communicate clearly and professionally with end users.
• Prioritize critical issues, meet SLAs.
• Write clear ticket journal notes and closure details for transparency.
• Consistently follow standardized procedures for ticket handling.
• Work effectively with Tier 1, peers, and escalation teams.
• Adjust quickly to new technologies and shifting priorities.
• Ensure accuracy and completeness in tickets, notes, and resolutions.
• Public Trust clearance

Responsibilities

• Resolve escalated tickets for hardware, software, and network issues.
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Support enterprise applications and user account access.
• Assist with upgrades, patching, and rollouts.
• Write clear and complete ticket journal notes and closure comments.
• Follow standardized SOPs for ticket triage, escalation, and resolution.
• Maintain and update knowledge base articles for repeatable fixes.
• Collaborate with system admins, network, and application teams for escalations.
• Deliver excellent customer service while ensuring timely issue resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed