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Desktop Support Expert - Junior

Job ID: 2209527
Location: WASHINGTON, DC, United States
Date Posted: Jun 29, 2022
Category: Information Technology
Subcategory: Bus Solutions Eng
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No Remote
Benefits: Click here

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Job Description

Description

This position is located in Washington, DC at the Department of Transportation Headquarters' Building. SAIC is looking for an Executive / VIP Desktop Support Technician to provide day-to-day process and technical support to Political Appointees, Senior Executives, and their Administrative Assistants. This role requires a very high level of technical proficiency and requires an individual with executive presence and strong communication skills. The team member must quickly and effectively diagnose and resolve issues related to PCs/ Laptops, mobile devices (iPhones, iPads, 2-in-1 laptops), application software, telecommunication issues and potentially local network issues. The team member will perform general IT maintenance tasks and resolve moderate complex problems immediately; if needed, more complex IT issues will be escalated to a higher level of support. As needed, the team member will also recommend hardware and software solutions, including new product acquisitions and upgrades. He/she may conduct training programs designed to educate organization's computer users about basic and specialized applications. The work is performed in a Microsoft Windows environment.  The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes. Strong skills with imaging machines and troubleshooting during the image process are a plus.

 

Qualifications, Skills, Experience or Certifications: 

  • Customer service and communication skills
  • Troubleshooting Microsoft Windows 10 (mid-level)
  • Installation and configuration of new machines in a Windows environment (mid-level)
  • Smart cards / PIV cards (general knowledge)
  • Experience with Office 365, VPN, Active Directory, Thin Client
  • Provide Remote Tool Support
  • Conference Room / VTC Setups
  • Wireless Troubleshooting/iPhones and iPads

 

  Job Role Specific Requirements:

   Core responsibilities and duties; highlight day-to-day activities:

The support will range from simple to complex system issues and may include VIP support requirements.

The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes. Strong skills with imaging machines and troubleshooting during the image process are a plus.

·         Customer service and communication skills

·         Troubleshooting Microsoft Windows 10 (mid-level)

·         Installation and configuration of new machines in a Windows environment (mid-level)

·         Smart cards / PIV cards (general knowledge)

·         Experience with Office 365, VPN, Active Directory, Thin Client

·    Provide Remote Tool Support

·    Conference Room / VTC Setups

 

The team member will perform the following:

·         Customer service and interaction

·         Advanced troubleshooting and resolution

·         Imaging new machines

·         Remedy data entry (Asset Module, Incident Management module)

·         Deployment of new machines

·         New software installation

Qualifications

Qualifications and Education Requirements

Must possess a High School Diploma.   Degree may be substituted with 2 additional years of related experience.

Skills Preferred:

 

Familiarity with Service Now

Familiarity with BMC Remedy

Technical Writing

Ability to work in a fast-paced environment

BMC Remedy/ServiceNow Asset and Incident Module (user-based knowledge)

Bomgar

MAC Troubleshooting 

Outage Awareness/Management experience

 

Additional Notes

Successful candidate will be in an ON-CALL Rotation for nights and weekends. Must be flexible to work rotating shifts, see the shift times below:

  • 7 AM – 4 PM
  • 8 AM - 5 PM
  • 9 AM - 6 PM
  • 10 PM - 7 PM
  • Noon - 9 PM

 

Certifications Preferred:

  • HDI Desktop Tech
  • ITIL V4

 

   Note: Candidate must meet an IDIQ requirement to be a US Citizen or green card holder and the ability to obtain a public


Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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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