IT Technician

SAIC•Washington, DC

About The Position

We are actively seeking a highly motivated and customer-focused Mid-level Tier I/II Help Desk Technician to join our team. This role is central to providing exceptional support within our unique operational environment. The technician will provide critical support to the Office of the Chief Information Officer, focusing on Windows desktop system administration and services for remote workstations within a secure, controlled environment. A significant component of this role involves user account administration, including comprehensive Active Directory and Exchange administration, and the issuance of credentials. This position is primarily focused on delivering high-quality Tier I/II support, with an emphasis on immediate problem resolution and user assistance. While there may be opportunities for involvement in Tier III or engineering-level tasks, the core responsibility is direct user support. Successful candidates will possess a strong blend of technical aptitude and exceptional customer service skills, as this role demands both effective problem-solving and empathetic communication with users.

Requirements

Bachelors degree and 5+ years experience in IT support, or 9 years experience without a degree.
U.S. CITIZENSHIP REQUIRED.
A+ Certification or higher required.
Must already have an active Top Secret or DOE Q clearance.

Nice To Haves

Security+, Network+, HDI or ITIL certifications desired.

Responsibilities

Responding to incoming calls, tickets, walk-ins, and emails to provide desktop support and assistance for various systems, applications, and processes in a production environment.
Providing initial troubleshooting for a variety of hardware and software problems.
Performing Active Directory user account management tasks, including account creation, modification, deletion, password resets, and managing access permissions.
Administering user mailboxes, distribution groups, and other related services within Exchange environments.
Facilitating the issuance and management of user credentials for various systems and services.
Escalating problems to the appropriate organizations and teams when necessary, ensuring thorough documentation of all resolution steps.
Utilizing ServiceNow constantly to track the status of all ongoing issues within the environment through ticketing systems and incident management tools.
Documenting technical and operational procedures, including those specific to user account management, to ensure continuous operations.
Reviewing various monitoring tools to track outages across an enterprise, along with scheduling maintenances and notifications as needed.
Deploying and configuring new hardware components for operations in classified network environments, including network printers, desktops, clients, and other standard information technology devices.
Assisting in ensuring security compliance and standards are met through STIG compliance and vulnerability remediation activities.
Interfacing regularly with customers to support their operational environment and technical needs, maintaining a professional and helpful demeanor.
Maintaining a running inventory of equipment within ServiceNow.
Assisting in maintaining and deploying data center equipment, including networking gear, racking servers, and cable management, as directed.
Providing technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Responding to situations where first-line product support has been unable to isolate or fix problems in malfunctioning equipment or software.
Reporting design, reliability, and maintenance problems or bugs to design engineering/software engineering.
May be involved in customer installation and training.
Provides support to customer/users where the product is highly technical or sophisticated in nature.
Generally, interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.