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Technical Support Specialist

Job ID: 2115023
Location: WASHINGTON, DC, United States
Date Posted: Oct 14, 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 Defense & Civilian Sector 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 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

  • A Bachelor’s degree related to Computer and Information Technology Services and 2 years of experience. 8 years of additional experience is acceptable in lieu of the education requirement.
  • Must be willing to work effectively within a team environment in a fast-paced support role.
  • Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.

Required Clearance

  • Must be able to obtain a Public Trust clearance.

Desired Skills, Experience, & Certifications

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

COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. 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. Customer site vaccination requirements, if more strict, will take precedence over SAIC's vaccination policy.


Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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