IT Support Technician 3

SAIC•Washington, DC

31d•Onsite

About The Position

SAIC is seeking a IT Support Technician 3 to streamline solutions to a growing enterprise environment supporting one of our esteemed Federal clients. ONSITE 5 DAYS – Wash DC Job Duties: · Responsible for providing IT support to end users for complex issues. · Escalation points for IT Support Techs level 1 and 2. · Creates, updates and closes, incident, and service requests with the IT service management system. Adheres to IT Processes and SOPs. · Installing and supporting PCs, laptops, printers, peripherals, and connected equipment in an IT Enterprise environment comprising 6,000 – 8,000 users. · Providing end-user software and hardware troubleshooting and support in-person or over the phone · Over 3 years of Intune Suite Experience supporting Windows 11 and Microsoft 365 apps · Applying basic diagnostic techniques to identify problems, investigate causes, and recommend solutions. · Applying a thorough knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP and DNS within Windows- 10-11 operating system(s) and MACs to resolve customer workstation issues. · Applying basic troubleshooting skills to identify and resolve network printing issues and protocols issues related to network printing in windows 10 & 11 print server environment to include multi-function printers using Web Jetadmin and HP Universal Print Drivers · Troubleshooting Apple MAC computers. · Imaging workstations while safeguarding customer files and profiles; also testing laptop and desktop computers. · Upgrading end user computer systems ensuring no data loss. · Supporting Microsoft software packages to include Microsoft Office 365, and other commonly used desktop related applications. · Engaging engineers from multiple teams.

Requirements

BS and 5 years of experience providing desk side and/or service desk IT support, specializing in troubleshooting end-user issues with hardware and software. (4 year’s experience in lieu of degree)
Ability to obtain and maintain a Public Trust requiring U.S. Citizenship
Broad base of knowledge and be fluent in multiple IT disciplines such as: o computing, o computer workstations, o computer hardware and software, o productivity tools, o applications, o networking.
CompTIA A+ certification may be substituted for 1 year experience.

Responsibilities

Providing IT support to end users for complex issues.
Escalation points for IT Support Techs level 1 and 2.
Creates, updates and closes, incident, and service requests with the IT service management system.
Adheres to IT Processes and SOPs.
Installing and supporting PCs, laptops, printers, peripherals, and connected equipment in an IT Enterprise environment comprising 6,000 – 8,000 users.
Providing end-user software and hardware troubleshooting and support in-person or over the phone
Applying basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Applying a thorough knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP and DNS within Windows- 10-11 operating system(s) and MACs to resolve customer workstation issues.
Applying basic troubleshooting skills to identify and resolve network printing issues and protocols issues related to network printing in windows 10 & 11 print server environment to include multi-function printers using Web Jetadmin and HP Universal Print Drivers
Troubleshooting Apple MAC computers.
Imaging workstations while safeguarding customer files and profiles; also testing laptop and desktop computers.
Upgrading end user computer systems ensuring no data loss.
Supporting Microsoft software packages to include Microsoft Office 365, and other commonly used desktop related applications.
Engaging engineers from multiple teams.