Mobility Support Technician

Job Description

Description

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 Remedy. Travel may be required to support remote FAA sites that do not have local technicians assigned.

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 Remedy 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.

Qualifications

Desired Skills and Experience:

• 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)

Required Skills and Experience:

• 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.

Overview

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 24,000 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 $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.