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Technical Support Specialist

Job ID: 2111491
Location: ORLANDO, FL, United States
Date Posted: Aug 18, 2021
Category: Information Technology
Subcategory: Site Support
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

SAIC is looking for outstanding IT candidates to join our Civilian Markets Group in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.
 
You will be part of the Tech Dispatch team, responsible for onsite support of incidents and service requests that cannot be resolved remotely by Service Center Staff. In this role you resolve, track, and manage escalated technical problems within Remedy. Travel (up to 25%) may be required to support remote FAA sites that do not have local technicians assigned.
 
Responsibilities:

  • Installs software, modifies settings, and replaces hardware as required to resolve the incident.
  • Resolves desktop and network issues to restore service.
  • Understands premise wiring/cabling best practices.
  • Uses ITSM and Remedy ticket processes to document actions taken and executes hardware or software deployment.
  • Supports lifecycle asset management (LCAM) of IT equipment – deployment through exchange/disposal.
  • Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues resolved per FAA direction, and documents installed configuration.
  • Makes updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems.
  • Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Qualifications

Required Education & Experience

  • Bachelor’s degree in an IT related field and 2 years of related experienceAssociate’s degree in an IT related field and 9 years of related experience; or HS and 10 years of related experience

Desired Experience & Certifications

  • Technical proficiency in supporting desktop, server, printer, and network equipment.
  • IT Certification(s)
  • HDI Certification(s)

Required Clearance

  • Ability to obtain a public trust clearance.  Must obtain interim public trust to start work.

COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. Full vaccination will be required before the start of employment in order to work onsite at an SAIC location. If applicable, prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Employees working onsite at a customer location must comply with customer requirements which may include mandatory vaccination, mandatory attestation regarding one's vaccination status and mandatory weekly or bi-weekly testing.


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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