Help Desk Support Technician

SAIC • Buffalo, NY

10d • Hybrid

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

• 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