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Field Technician III

Job ID: 2010401
Location: FORT POLK, LA, United States
Date Posted: Jun 30, 2020
Category: Engineering and Sciences
Subcategory: Field Technician
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: Yes

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Job Description

Description

SAIC has an excellent opportunity for a Field Support Technician III to facilitate modernization of Army IT delivery at Fort Polk, Louisiana.

 

JOB DESCRIPTION:

 

  • Candidates will be a key part of a team of IT professionals who provide direct, desk-side hardware and software support for users at the Fort Polk Army Installation.
  • This work provides the opportunity to learn and work with a variety of modern equipment and systems in a dynamic, customer focused environment.
  • Duties include diagnosing and resolving user reported issues including desktops, laptops, network connectivity, Windows OS issues and much more.
  • In this role, candidates may also be assigned special projects to improve the end user experience, including researching new technologies and being a part of the design and continual service improvement efforts. Candidates can become change agents by capturing direct user stories and operations concepts and then developing and fielding solutions that directly enhance the end user experience.
  • The candidate will work with the Army customers, users, and commercial partners to diagnose and resolve issues to resolution or service restoration.
  • Applicant will provide on-site touch labor tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues. 
  • Excellent interpersonal and communication skills, both oral and written are required for customer interactions.
  • Strong initiative, teamwork and problem solving skills are also required.

PRIMARY RESPONSIBILITIES:

  • Interfaces with customers to handle service inquiries and problems to include performing customer support activities involving the installation, modification, and repair of desktop PC, telephone, and peripheral equipment and systems. 
  • Conducts on-site installation and testing of equipment to ensure proper working order. 
  • Isolates equipment start-up malfunctions and takes corrective action. 
  • May make technical presentations and has a strong knowledge of products. 
  • Trains customer personnel in equipment operation and established support processes.
  • Represents the company in a customer support role and is responsible for customer's satisfaction with equipment and servicing.
  • Responds to service calls and dispatch requests to troubleshoot and resolve reported problems.
  • Use remote control tools to assist end users when needed
  • Build and configure PCs and laptops for deployment to users
  • Loading and configuring end user device software
  • Create and/or update tickets with details of worked performed to restore service or satisfy customer request in ticket tracking system
  • Act as Tier II agent when additional subject matter expertise is required, performing analysis and actions at the direction of higher Tiered support agents, as required
  • Work with the customer, users, and other supporting engineers to effectively analyze user requirements, user stories, and operations concepts and apply IT solutions to identified issues
  • Act as a technical resource to others to resolve problems, errors, or other related issues
  • Anticipate customer needs and proactively identifies solutions
  • Provide feedback and insight to enable development of user training guides and videos

Qualifications

EDUCATION AND EXPERIENCE: 

  • Associate’s Degree in related discipline and three (3) years related experience; Or High School diploma and five (5) years equivalent experience performing in a technical support role
  • Prior Help Desk Support / Desktop Support experience
  • Windows 10 experience
  • The ability to work independently with minimal supervision and professionally represent the program
  • Highly motivated individual willing to learn and apply new concepts, tools, and software
  • Good verbal and written communication skills, especially with other organizations
  • Initiative
  • Good problem solving and troubleshooting skills
  • Ability to work effectively in a team setting

 

CLEARANCE:

  • Must be a US Citizen and have the ability to obtain a Secret Security clearance

 

CERTIFICATION:

  • DoD IAT Level II (CompTIA Sec+) prior to start date

 

DESIRED SKILLS:

  • Prior experience leading a team
  • Experience with cisco VOIP products
  • A+, or other technical certification
  • Customer friendly attitude is a must
  • Ability to work independently, or as part of a team
  • Organization skills


Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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