Senior Deskside Support Technician

Job Description

Description

The Senior Deskside Support technician will provide ongoing support to Executives and employees in the Secretary’s Operations Centers (SOCs) including White Glove Deskside End User Support, IT Asset Management (ITAM), Network Printer, and MDM Support for our Federal Customer.

In this role you will be a key member of the Deskside Support Team that troubleshoots, tracks, and manages escalated technical problems at the Secretary’s primary SOC and the alternate SOC, but your primary focus and normal job site will be the primary SOC in DC. You will document issues and requests within ServiceNow as requested via phone, email and internet chat to fulfill these responsibilities, and as necessary contribute to the knowledge base by creating documentation describing issues encountered, and resolutions or work arounds implemented. You will also work on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems across HHS and partner sites.

Responsibilities:

• Install, connect to the network and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices and telephones.
• Install and maintain computer software on users’ devices such as Microsoft Windows and Microsoft Office Suite, Antivirus and Malware protection.
• Assist in troubleshooting patching issues.  Review available specialty SOC software updates and recommend patches to address security issues and / or to add beneficial new capabilities.  Apply approved specialty software patches and upgrades.
• Document incident and service catalog work in ServiceNow tickets, thoroughly and clearly documenting troubleshooting steps taken, fixes applied, workarounds implemented, and all customer communications.
• Image and issue laptops to users using approved organizational Gold image.
• Conduct ad hoc user training on approved software and hardware.
• Perform incident response and client response coordination for hardware and other IT Operations related failures related to end user equipment.
• Contribute to continual service improvement by assisting with Standard Operations Procedures creation, maintenance, and compliance.
• Perform routine IT system administration, including health checks and supporting incident resolution.
• Perform asset inventories by identifying and labeling IT equipment according to documented standards and update inventory control systems as required.
• Provide on-site support and ability to rapidly respond to user requests for VTC support, assistance, and resources.
• Ensure deliverables to internal customers are complete, consistent, high quality, on time and deliver valued outcomes.
• On occasion, may perform off-hours maintenance and deployments for system releases and/or provide 24x7 support to maintain service availability or to meet customer SLAs.
• On occasion, may perform 24x7 (off-hours and/or weekend) support during SOC activations.
• As ownership of problems from any administrator, follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the administrator.
• Evaluate and perform root- cause analysis on escalated issues.
• Create documentation to assist other departments with further analysis of technical issues.
• Identify recurring issues resolvable by Tier 1 staff and support development of Knowledge Base Documents to assist Level 1 in resolving repetitive issues.
• Perform other duties as assigned. Building, then leading and mentoring a global team of IT, Asset, and Desk Side Specialists.
• Provides occasional off- hours on-site support for planned maintenance work, unplanned support issues, or to meet customer SLAs. 

Qualifications

Required Skills and Experience:

• Bachelors and 5+ years of relevant experience and Advanced knowledge of networked environments, Windows Enterprise desktop operating systems (10 & 11), PC and network hardware. May accept an additional 4 years of experience in lieu of a degree.
• 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 a US Citizen with the ability to obtain a Public Trust clearance.

Desired Additional Skills and Experience:

• Experience with multiple VTC technologies, and with PolyCom and Cisco equipment.
• Experience with managing and configuring VTC and VoIP systems.
• Advanced knowledge of network printing environments.
• A+, Net+ desired.
• HDI Certification(s).

Overview

SAIC accepts applications on an ongoing basis and there is no deadline.

SAIC® is a premier Fortune 500® mission 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 $7.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.