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IT Field Service Technician

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Job ID: 213903
Location: AUSTIN, TX, United States
Date Posted: Apr 20, 2021
Category: Engineering and Sciences
Subcategory: Field Engineer
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

SAIC is seeking an IT Field Service Technician to support out team in Austin, TX.  This position will serve as the subject matter expert for the Tier 2 "touch-labor" Field Service Operations team when there are questions or inquiries as it pertains to hardware and components found in Microsoft 365s environment to include TEAMS collaboration tools, Mobile Application Management (MAM) and Azure Cloud Services.  

Jod Duties:

  • This includes but is not limited to the technical setup, creation of documentation on how to use the applications, end user training, and troubleshooting when issues arise
  • The Field Service Operations team provides Tier 2 “touch labor” support to fulfill service requests and resolve incidents
  •  This includes projects, Installs-Moves-Adds-Changes (IMAC), coordinating hardware break/fix, sparing of desktop and infrastructure, validating configuration items, updating the configuration management database, and Knowledge Base articles
  • Accountable for successful Incident/Problem Management and Service Request Management enablement and resolution.  
  • Ensures that the day to day field services operations meet SLAs and issues are proactively addressed
  • Responsible for supporting field operations including staff and customer support, incident resolution, and other support tasks
  • Provide technical coaching and training as things evolve in the environment; provide customer support in the field to include local desktop staff and other infrastructure support staff
  • Ensure timely, accurate and complete assistance to users in the areas of PC support, desktop applications, printers and print services, tablets and mobility devices according to set Service Level Agreements (SLA)s and IT procedures; monitor operations and escalations of service requests to various Tier 3 support teams, application development, business units, and Program/Project Management Office (PMO) when appropriate (or required)
  • Function as a primary representative of the end-user community and represents its views and changing needs
  • Implement applicable industry best practice support model; oversee desktop support problem resolutions to identify trends or problem support areas and ensure that support procedures are being followed
  • Follows procedures to ensure effective support coordination between IT Service Desk (Tier 1), Tier 2, and Tier 3 resources; responsible for the development and delivery of ITIL-based service reporting and trending for management covering all processes, especially availability, reliability and incident management

Qualifications

Required Education and Experience: 

  • Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience - additional years of experience accepted in lied of degree
  • DoD 8570 Approved IAT/IAM Baseline Certification(s) IAW Appendix 3 of 8570.01-M implementation guidance
  • Secret Clearance         
  • Microsoft 365, Microsoft Azure, and Microsoft TEAMS experience 
  • Microsoft Intune experience with implementing Mobile Application Management (MAM) and managing MAM polices
  • Familiarity with SQL, Active Directory, Group Policy, DNS and DCHP
  • Knowledge of help desk software and tools, mobile device support, VPN/remote connectivity support


Desired Skills/Experience Requirements:

  • Microsoft Certified Fundamental Certification(s) and/or Role-Based Certification(s)
  • Help/Service Desk experience and ITIL v3/v4 (or equivalent), or HDI Support Center Analyst
  • Knowledge of ServiceNow or equivalent platforms for IT Service Management and Delivery



Overview

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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