Job ID: 2303537
Location: WASHINGTON, DC, United States
Date Posted: Mar 20, 2023
Category: Information Technology
Subcategory: Systems Support
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Hybrid Remote
Benefits: Click here
Desk Side Engineer ‐ Senior
Experience: Must have a minimum of 4 years of experience providing desk side support, acting as specializing in troubleshooting complex and advanced end-user issues with hardware and software. Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking. Must possess a High School Diploma. Degree may be substituted with 6 additional years of related experience. HDI Technical Support Professional required within six (6) months of employment.
Duties: Responsible for providing desk side support to end users for complex issues regarding response and resolution. Escalation point for Junior and Mid level desk side engineers. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Troubleshoots complex issues that were unable to be remediated by junior and mid level engineers. Updates status of queued service requests with the IT service management system.
TYPICAL EDUCATION AND EXPERIENCE: High School and 0 years related experience
On a recurring basis:
• Provide help desk services via phone, e-mail, and web software
• An average of 9 – 15 requests are expected on a daily basis.
• The help-desk shall be available Monday through Friday, 7:00 a.m. to 3:30 p.m.
• Review and respond to help-desk requests that are classified as priority with the
COR(TO) within 2 hours of receipt.
• Respond to non-priority classified requests within the time frame originally requested.
• If issues cannot be resolved in-house, the COR(TO) shall be notified and a decision will be made regarding redirecting the issue to the DOT Helpdesk. If this occurs, follow-up will be performed to ensure resolution.
Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with
the ability to obtain a public trust
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.
We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.