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, mobile devices, and software. The position diagnoses, troubleshoots, repairs, and debugs laptops, desktops, servers, networks, phones, printers, audiovisual and videoconferencing systems, and software. It supports customer meetings and conferencing, coordinates new IT systems through corporate interfaces such as Security and ITO Directorates, and conducts on-site equipment installation and testing. The role also oversees and integrates existing hardware, software, network configurations, and new system initiatives across its area of responsibility. Additional work includes overseeing software maintenance releases and hardware upgrades, testing installations, resolving product performance problems, identifying opportunities for product improvement, and implementing upgrades or engineering change orders. The IT Support Senior provides customer feedback and support on performance problems and possible solutions, conducts on-the-job training as needed, and may engage more experienced IT personnel or customers when issues cannot be resolved directly. Support may span multiple locations and include remote and offsite employee issues. The position operates with minimal supervision, and work may be performed without established procedures. It requires extensive specialized knowledge and broad understanding of general and specific aspects of the work, including their practical application to complex problems. Errors may be difficult to detect and costly to resolve. The role has frequent contacts with other departments and outside organizations to exchange information on matters important to the department, including potentially sensitive matters.

Requirements

Associate degree in a related discipline and six or more years of related experience; or high school education and eight or more years of related experience with a relevant certification.
Extensive knowledge in specialized functions and a broad understanding of general and specific aspects of the job and their practical application to complex problems and situations.

Responsibilities

Support employee and customer IT requirements and issues at designated work locations and for remote access.
Provide user support for new accounts, computers, phones, mobile devices, and software.
Diagnose, troubleshoot, repair, and debug computers, servers, networks, phones, printers, audiovisual and videoconferencing systems, and software.
Support customer meetings and conferencing that require IT networks, audiovisual systems, and videoconferencing.
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, network configurations, and new system initiatives across assigned sites.
Oversee software maintenance releases and hardware upgrades, including installation and test procedures to diagnose and resolve performance problems.
Identify product improvement needs and approve or implement upgrades and hardware or software engineering change orders.
Provide feedback and customer support on product performance problems and suggested solutions, which may include product exchanges or complex problem solving.
Plan, prepare, and conduct on-the-job training as needed.
Escalate unresolved customer problems to more seasoned IT personnel and potentially the customer.
Support multiple site locations and remote or offsite employee issues.