Site Support II

SAIC • Indianapolis, IN

4d • Onsite

About The Position

We are seeking an experienced, detail-oriented, and versatile professional to join our team as a Technical Services Specialist – Level II with a primary focus on IT systems support, troubleshooting, and optimization. This elevated position builds on the Level I role by incorporating increased responsibility for diagnosing complex IT issues, managing system deployments, and ensuring network and systems integrity, while still encompassing secondary responsibilities for Audio Visual (AV) and Video-Teleconferencing (VTC) support. If you are a driven individual with advanced IT skills and thrive in a dynamic, fast-paced environment, this role offers exciting opportunities to grow and contribute to innovative solutions supporting our mission! This is an onsite position in Indianapolis, IN.

Role Overview – Site Support
Serve as a technical escalation point for diagnosing and resolving advanced IT issues, including computer systems, software applications, networked equipment, and wireless systems.
Lead system imaging, hardware deployment, and asset documentation to ensure compliance with organizational standards.
Take ownership of IT support tickets, ensuring timely resolution and customer satisfaction while adhering to established service-level agreements (SLAs).
Establish and maintain detailed asset management records within a ticketing system.
Local POC for AV system installations, upgrades, and integrations tailored to customer needs.
Assist with AV and VTC event scheduling, setup, system testing, and real-time troubleshooting to ensure flawless execution.
Troubleshoot and implement advanced technical solutions for AV/VTC hardware and software issues to enhance system performance and customer satisfaction.

Role Overview – Program Directed work
Strong understanding of the Cybersecurity Maturity Model Certification (CMMC).
Maintaining lab computers, laptops, and systems to be able to house CUI.

Requirements

• AA Degree in related discipline and 1+ year of experience, or a high school diploma and 2+ years of related experience.
• Must be a US Citizen.
• Strong proficiency with VTC platforms (e.g., Cisco Webex, Zoom, Microsoft Teams) and AV control systems (e.g., Crestron, AMX, Extron).
• Advanced troubleshooting skills for diagnosing IT, AV, and networking issues in fast-paced, dynamic environments.
• Exceptional interpersonal and communication skills to collaborate with clients, stakeholders, and team members effectively.
• Ability to prioritize tasks and manage multiple assignments in high-pressure situations.
• Familiarity with AV industry standards and eagerness to stay current with emerging technologies and best practices.
• Must be able to obtain CMMC 2.0 Level 1 cert in first 90 days
• Must be eligible to obtain and maintain a Secret-level security clearance.

Nice To Haves

• CompTIA certifications a plus
• CTS cert by AVIXA a plus

Responsibilities

• Serve as a technical escalation point for diagnosing and resolving advanced IT issues, including computer systems, software applications, networked equipment, and wireless systems.
• Lead system imaging, hardware deployment, and asset documentation to ensure compliance with organizational standards.
• Take ownership of IT support tickets, ensuring timely resolution and customer satisfaction while adhering to established service-level agreements (SLAs).
• Establish and maintain detailed asset management records within a ticketing system.
• Local POC for AV system installations, upgrades, and integrations tailored to customer needs.
• Assist with AV and VTC event scheduling, setup, system testing, and real-time troubleshooting to ensure flawless execution.
• Troubleshoot and implement advanced technical solutions for AV/VTC hardware and software issues to enhance system performance and customer satisfaction.
• Strong understanding of the Cybersecurity Maturity Model Certification (CMMC).
• Maintaining lab computers, laptops, and systems to be able to house CUI.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree