Executive Support Platinum Lead

Job Description

Description

We are currently seeking a motivated, career and customer service-oriented Executive Support Platinum Lead Technician to begin an exciting and challenging career with SAIC. This position is 100% onsite in D.C.

The Platinum Lead Technician will be responsible for a team of Executive Support Technicians requiring the highest level of customer service and technical proficiency to more than 400 executives. The Platinum Lead Technician will be responsible for delivering professional, high-quality services directly to the customer, providing both remote and in-person support. The candidate must have strong communication skills and be capable of reporting to all levels of Executive Staff, Service Desk Management and attend high level meetings to present information when required. 

Primary Responsibilities Include:

• Provide technical support to Executive Support Technicians who are diagnosing, troubleshooting, and supporting senior executives.
• Coordinate customer and support issues to ensure timely distribution of knowledge and productivity and positive impact on customer satisfaction.
• Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
• Work with other IT groups to rollout hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects.
• Provide accurate and timely communication and reporting to assist in the execution of IT initiatives which may impact Executive staff.
• Timely follow up with customers to ensure problems are resolved successfully and satisfactorily.
• Strong ability to provide creative solutions to customer problems.
• Demonstrate skills to bridge technical problems which cross functions, such as understanding cause and effect and root cause relationships for complex IT problems.
• Provide IT training to customers to ensure successful use of IT equipment.
• Document and revise all resolutions to be updated in IT knowledge base.
• Be able to manage projects and heavy caseload while responding to customers request in a high priority fashion.
• Follow corporate and Federal IT Security Policies.
• Home support including troubleshooting of Software Applications and the Operating System Software, Equipment diagnostics, problem isolation and repair including warranty work (Minimum).
• Previous experience working in a classified environment.
• Work a flexible schedule and provide after-hours support on an on-call basis (7x24 support – Rotational).

Qualifications

Required Skills and Qualifications: 

• Bachelor’s degree and a minimum of 10 + years of combined supervisory and support experience, or equivalent education and experience.
• Ability to obtain a DOE Q security clearance. Current Top Secret a plus.
• U.S. citizenship is required.
• Experience managing teams and distributing workload in support of Senior and C-Level Executives, preferably within the Federal Government.
• In-depth Desktop Support (Preferably on a Federal Contract).
• Significant Experience supporting Windows 11, O365 products, Active Directory and MDM solutions.
• Experience installing and troubleshooting Apple products ranging from MAC OS X, iPhones, iPads, and hardware.
• Previous experience using ITSM tools for ticket tracking.
• Ability to travel up to 10%.
• Ability to share On-Call Rotations.

Desired Skills:

• Bachelor’s degree in Information Technology or related field.
• IT certification(s):  A+, Net+, MCP, MCDST, MCSA, and/or MCSE, ITIL, HDI.

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. 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.