Saic Washington , DC 20319
Deskside Technician (Job Number:440314)
Desktop/Deskside Tier 2 Technical Support Specialist
The Desktop/Deskside Tier 2 Technical Support Specialist will ensure that professional support and response standards are met and maintained.
Must have comprehensive knowledge in the use of personal computers and a solid understanding of software fundamentals.
Must be proficient with a variety of domain and email account administration tools and familiar with standard corporate security policies, specifically MS Windows and Office, VPN, remote access, and anti-virus software.
The Specialist will communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
They will provide troubleshooting/repair within desktop and networking support, IT concepts and software applications.
The Tier 2 Support Specialist must be able to think logically and act decisively in critical situations.
They will provide second level technical support to users with questions regarding account administration, distribution of software and documentation, system and network status, incident entry via incident management tool and problem management and root cause analysis processes.
They will follow and create detailed operational procedures and help improve the quality of service delivery and provide value added customer services.
The Specialist will also ensure project schedules and performance requirements are met.
They will contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers.
The Specialist must develop a thorough understanding of client's applicable hardware/software configurations.
This includes system backup/recovery, basis software management, security management, service desk management software, and asset management.
They must successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
The Specialist will serve as the initial point of contact for troubleshooting hardware, software, PC, and printer problems.
At least 3 years of Desktop support experience in a Windows Active Directory environment
Thorough understanding of programming, relational database, and client-server concepts
Must be capable of providing customer consulting services with minimal supervision
Proven strong oral/written communication and customer interface skills
Ability to communicate effectively with all levels of personnel
Strong Motivational skills
Excellent planning/time management skills, ability to prioritize tasks effectively and experience working in a fast-paced work environment
Excellent client-facing skills - Proven project management skills
Ability to work seamlessly across organizational boundaries.
SECURITY CLEARANCE REQUIREMENT:
SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability
Job Posting: Oct 10, 2018, 4:39:02 PM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Shift: Day Job