IT Support Senior

SAIC•Ashburn, VA

About The Position

The IT Support Senior serves as the IT interface for employees at designated work locations, supporting employee and customer IT requirements and issues. The role helps ensure smooth IT operations at assigned locations and supports remote-access needs. It is a key point of contact for user support involving new accounts, desktop and laptop computers, phones and mobile devices, and software. The position diagnoses, troubleshoots, repairs, and debugs laptops and desktops, servers, networks, phones, printers, audiovisual (AV) and videoteleconferencing (VTC) systems, and software. It supports customer meetings and conferencing that rely on IT networks, AV, and VTC. The role coordinates new hardware, software, and network systems through corporate interfaces, including Security and ITO Directorates, and conducts on-site installation and testing of equipment. The role provides oversight and integration support for existing hardware, software, and network configurations, as well as new system initiatives across the sites in its area of responsibility. It oversees software maintenance releases and hardware upgrades, including installation and testing procedures to diagnose and resolve performance issues. The position identifies product improvements, approves and implements upgrades and hardware or software engineering change orders, and provides customers with feedback and support on performance problems and potential solutions. It may also provide on-the-job training and work with experienced IT personnel or customers when an issue cannot be resolved directly. Support may span multiple sites and include remote or offsite employee issues. Specific duties and responsibilities are set by managers.

Requirements

Associate degree in a related discipline and six or more years of related experience; or a high school education and eight or more years of related experience with a relevant certification.
Extensive knowledge in specialized functions and broad understanding of general and specific aspects of the job and their practical application to complex problems and situations.
Ability to work with minimal supervision; work may be performed without established procedures.

Responsibilities

Serve as the IT interface for employees at designated work locations and support employee and customer IT requirements and issues.
Support IT operations at assigned locations, including remote-access needs.
Provide user support for new accounts, desktop and laptop computers, phones, mobile devices, and software.
Diagnose, troubleshoot, repair, and debug computers, servers, networks, phones, printers, AV and VTC systems, and software.
Support customer meetings and conferencing that require IT networks, AV, and VTC.
Coordinate new hardware, software, and network systems through corporate interfaces, including Security and ITO Directorates.
Install and test IT equipment on-site to ensure it is working properly.
Oversee and integrate existing hardware, software, and network configurations and new system initiatives across assigned sites.
Oversee installation of software maintenance releases and hardware upgrades, and conduct testing to diagnose and resolve performance problems.
Identify areas for product improvement and approve and implement upgrades and hardware or software engineering change orders.
Provide customer feedback and support concerning product performance problems and suggested solutions, including product exchanges or more complex problem solving.
Plan, prepare, and conduct on-the-job training as required.
Engage experienced IT personnel and potentially the customer when a problem cannot be resolved directly.
Support multiple site locations and remote or offsite employee issues.