Tier II Remote Support Technician

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 Tier 2 Remote Support team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user base which spans the globe in support of the US and its interests abroad.  In this role you interact with end-users to provide second level or Tier 2 technical support to resolve, track, and manage technical problems within Remedy.

Responsibilities:

• Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.
• Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
• Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.
• Collects and documents necessary information for appropriate escalation to level 3 technical teams, or to identify the need for hardware replacement, if unable to resolve requests on contact.
• Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
• Performs installation of various software applications onto end-user PCs via existing processes.
• Suggests 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 technical support personnel to detect and resolve problems.
• Uses ITSM and Remedy ticket processes to document actions taken.

Qualifications

Required Skills and Experience:

• Associates degree related to Computer and Information Technology; Or, High School degree and two (2) years of sufficient technical expertise or certifications. 
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
• Must be willing to work effectively within a team environment in a fast-paced support role.
• Must be able to obtain a Public Trust clearance.

 

Desired Skills and Experience:

• Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.
• IT Certification(s)
• HDI Certification(s)

COVID Policy: Prospective and/or new employees are 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. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.
Target salary range: $35,001 - $45,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.