Technical and Mobility Support

SAIC • Washington, DC

5d • Onsite

About The Position

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service and leveraging processes and strategies with an emphasis on timely IT services and support.
You will be part of the Tech Dispatch team, responsible for onsite support of incidents and service requests specific to mobile devices and technologies. In this role you resolve, track, and manage escalated technical problems within ServiceNow.
Travel may be required to support remote FAA sites that do not have local technicians assigned.
This is an ONSITE role in DC.

Requirements

• A Bachelor’s degree related to Computer and Information Technology Services and 3 years of experience. 8 years of additional experience is acceptable in lieu of the education requirement.
• Must be willing to work effectively within a team environment in a fast-paced support role.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem-solving skills.
• Must be able to obtain a Public Trust clearance, citizenship required.

Nice To Haves

• Technical proficiency in supporting a wide array of mobile devices and associated firmware.
• HDI Certification or ability to obtain within 60 days of employment.
• IT Certification(s).

Responsibilities

• Provide technical support of iOS Devices, mobile services, peripherals, and legacy system equipment.
• Coordinate with customer to perform lifecycle management, break/fix, iOS upgrades/installations to ensure optimal device performance.
• Create Knowledge Based Articles (KBA), instructional guides, and job aides.
• Installs software, modifies settings, and replaces hardware as required to resolve the incident.
• Uses ITSM and ServiceNow ticket processes to document actions taken and executes hardware or software deployment.
• Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues resolved per FAA direction, and documents installed configuration.
• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees