Job ID: 2013686
Location: WASHINGTON, DC, United States
Date Posted: Sep 16, 2020
Category: Information Technology
Subcategory: Technical Support
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
We are currently seeking a motivated, career and customer service oriented Desktop Support Technician to begin an exciting and challenging career with SAIC.
Shift - 12:00 a.m. to 9:00 p.m.
Provide sitewide support for computing devices (desktops, laptops, handheld devices, printers, etc.) and
associated software at all FERC locations during Standard Business Hours. Examples of Desktop
Support activities include, but are not limited to local software installations, software and hardware troubleshooting, as well as networking or back-office server and system reboots. Support configuration or troubleshooting activities performed remotely by Tiers III and IV by acting as the “site-wide touch labor”. Manages stock of all desktop equipment, whether consumables or items tracked in the Asset Management database.
Hardware Asset Support (Non-Mobile Devices) for additional Hardware requirements. Troubleshoots and resolves escalated
Incidents and Service Requests; document new or frequently exercised resolution strategies in aKnowledge Based articles and send to Tier I for upload to the KBA repository. Configure, install and troubleshoot FERC approved software including operating system (OS). Deploy and support FERC standard workstation images and approved software. Manually install and upgrade desktop software for individual instances/users as needed.
Troubleshoot user workstation configuration issues. Monitor usage of licensed software to ensure that FERC has the appropriate amount and type of licenses. Provide round-the-clock, on-call services as needed to resolve VIP incidents escalated to Tier II occurring outside of Standard Business Hours. Assist Users with COTS IT Software questions and concerns. Where needed, escalate for resolution with higher Tiers support.
Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). Complete acquaintance with and understanding of the general and detailed aspects of the job and their practical applications to problems and situations ordinarily encountered. Supervision Received: Limited supervision. No instructions needed on routine work, and general instructions given on new lines of work or special assignments.
• Bachelor’s Degree and 15 years experience or equivalent
• Able to obtain a Public Trust
Ability to obtain HDI Certification
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