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Deskside Services Technician

Job ID: 1926496
Location: WASHINGTON, DC, United States
Date Posted: Nov 6, 2019
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description

The Deskside Service Technician will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing and maintaining all desktop equipment, printers, audio/visual conferencing equipment, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users).

 

Key Responsibilities

  • Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems.
  • Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues.
  • Perform scheduled moves, installations and cancellations, as well as other Move/Add/Change (MAC)-related tasks.
  • Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff.
  • Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management.
  • Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention.
  • Ensure all tickets are resolved within documented service levels.
  • Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem.
  • Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs.
  • Possess excellent presentation, verbal communication and written skills.
  • Provide technology refresh support as needed.
  •  All other tasks as assigned.

Qualifications

Required Education & Experience

  • High school diploma or equivalent 
  • Minimum 2 years of experience in a deskside services role supporting end users; troubleshooting and resolving all aspects of computer hardware and software.
  • Minimum 2 years of experience supporting Windows 10 and Microsoft Office Suite (Office 2016).

Required Qualifications

  • Strong interpersonal skills required.
  • Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously.
  • Must be able to work independently and be self-motivated.
  • Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure. 
  • Ability to communicate orally with customers, vendors, management, and co-workers is crucial. 
  • Some moderately heavy lifting (computers, monitors, printers, etc.) is required. 

Work Environment

  • This job is performed indoors in an office setting. At times may require travel to another building within the complex (walkable) or in Northern Virginia (shuttle).
  • This position requires extensive walking and standing, as well as sitting for brief periods of time.
  • This position requires the ability to move, carry, push, pull and/or lift up to 45 pounds, as well as climb under/around desks for cable management.
Clearance Required
  • Must be able to obtain & maintain a Public Trust security clearance.

Desired Qualifications

 
  • CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician.
  • Dell hardware (laptop, desktop, tablet, 2-in-1) and Apple iPhone experience a plus.
  • Experience supporting Crestron video teleconferencing equipment a plus.


Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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