Technical Support Specialist

SAIC•Washington, DC

2h•Onsite

About The Position

SAIC is seeking a Technical Support Specialist to support a large federal government agency in Washington, DC. Employee will perform on-site, at a secure government location on one of three shifts, including some weekends and holidays. This is a NIGHT SHIFT: Sunday-Thursday, 10:30pm-7:15am. Description of Duties: Perform advanced, day-to-day operational maintenance, support, and upgrades for complex operating systems and mobile workstations. Coordinate, direct, and perform complex software installations. Develop, implement, and promote standard operating procedures and schedules. Manage, maintain, and repair enterprise devices for remote global workforce with a user base of more than 20K. Utilize an IT Service Management ticketing system (ServiceNow) to document incidents and requests and the respective resolutions and fulfillments. Perform administrative tasks on devices in-person and remotely to support a broad range of issues. Attend to customers visiting the office in-person via scheduled appointments and walk-ins. Organize, configure, and perform troubleshooting on devices brought in for (re)imaging. Offer timely technical support and teach users how to operate devices correctly. Update and prepare official documentation and records for Leadership and team awareness as well as for future reference. Undergo continual training to stay current on corporate and team policies in addition to troubleshooting methods. Identify, monitor, and notify team and Leadership of trending issues, requests, and/or other pertinent matters.

Requirements

Associates and 3 year of related experience; Bachelors and 2 years; OR high school and 5 years of related experience.
Ability to focus on ticketing and monitoring systems for sustained periods.
Ability to follow standard operating procedures and comply with data entry standards.
Strong oral and written communication skills with experience working directly with end-users, including VIPs.
Excellent customer service skills.
Experience with imaging mobile devices.
Experience with Microsoft Active Directory and Group Policies.
US Citizenship.
Active interim secret clearance or higher. Must be able to obtain a secret clearance.

Nice To Haves

Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Configuration Manager (MECM).
Microsoft PowerShell.
TCP/IP based networking.
Defender Anti-Virus Software.
IT service life cycle management (design, build, test, deploy).
Microsoft certifications.
CompTIA A+, Network+, Security+.

Responsibilities

Perform advanced, day-to-day operational maintenance, support, and upgrades for complex operating systems and mobile workstations.
Coordinate, direct, and perform complex software installations.
Develop, implement, and promote standard operating procedures and schedules.
Manage, maintain, and repair enterprise devices for remote global workforce with a user base of more than 20K.
Utilize an IT Service Management ticketing system (ServiceNow) to document incidents and requests and the respective resolutions and fulfillments.
Perform administrative tasks on devices in-person and remotely to support a broad range of issues.
Attend to customers visiting the office in-person via scheduled appointments and walk-ins.
Organize, configure, and perform troubleshooting on devices brought in for (re)imaging.
Offer timely technical support and teach users how to operate devices correctly.
Update and prepare official documentation and records for Leadership and team awareness as well as for future reference.
Undergo continual training to stay current on corporate and team policies in addition to troubleshooting methods.
Identify, monitor, and notify team and Leadership of trending issues, requests, and/or other pertinent matters.