IT Support Specialist

SAIC • Washington, DC

35d

About The Position

IT Support Specialist: Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills. Need to be able to work independently and as part of a team. Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software. Perform repairs on Apple computer and iOS hardware and software. Understanding of the MAC OS Imaging process using JAMF preferred but not required. May be assigned to assist in leading small projects and team efforts. Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities. Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs. Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed. Escalates complex problems to upper-level deskside engineers. Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration. Escalation point for Junior and Mid-level desk side engineers. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers. Updates status of queued service requests with the IT service management system. SAIC accepts applications on an ongoing basis and there is no deadline. SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .

Requirements

• Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
• Must possess a degree. High School Diploma may be substituted with 6 additional years of related experience.
• HDI Technical Support Professional required within six (6) months of employment.
• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.

Nice To Haves

• Understanding of the MAC OS Imaging process using JAMF preferred but not required.
• Familiarity with Remedy and Service Now a plus;
• Certifications desirable but not required include A+, Net+, Secure+.

Responsibilities

• Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills.
• Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.
• Perform repairs on Apple computer and iOS hardware and software.
• Perform IMAC procedures and lifecycle refresh activities.
• Provide updates in ITSM system to document problem resolution progress and meet SLAs.
• Escalates complex problems to upper-level deskside engineers.
• Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.
• Updates status of queued service requests with the IT service management system.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees