Help Desk Support Technician

SAIC • Silver Spring, MD

2d • Onsite

About The Position

We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our Parsippany, NJ and Washington DC area locations. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA users at both sites, 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. Core Competencies Technical Knowledge – Solid grasp of OS, hardware, enterprise apps, and networking basics Troubleshooting – Diagnose, escalate, and resolve advanced technical issues Customer Service – Communicate clearly and professionally with end users Sense of Urgency – Prioritize critical issues, meet SLAs Documentation – Write clear ticket journal notes and closure details for transparency SOP Adherence – Consistently follow standardized procedures for ticket handling Collaboration – Work effectively with Tier 1, peers, and escalation teams Adaptability – Adjust quickly to new technologies and shifting priorities Attention to Detail – Ensure accuracy and completeness in tickets, notes, and resolutions

Requirements

• Associate’s degree or higher in IT, Computer Science, or related field, or equivalent experience
• Advanced understanding of enterprise systems, networks, and applications
• 2–4 years of experience in technical support or IT operations
• Excellent written and verbal communication skills
• Authorized to work in the U.S
• Must be able to acquire Public Trust Clearance

Nice To Haves

• CompTIA A+, or other relevant certifications
• Experience with ITSM tools, ticketing systems, and enterprise applications
• Familiarity with multiple platforms (Windows, MacOS, Linux)
• Ability to analyze recurring issues and recommend process improvements

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: Associate degree
• Number of Employees: 11-50 employees