Technical Support Specialist

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 ServiceNow. 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 ServiceNow 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.

Required Education & Experience

• A Bachelor's degree related to Computer and Information Technology Services and 2 years of experience, AA Degree in related discipline and seven (7) years or more of related experience; or, High School and nine (9) years of related experience with relevant certification.

• 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.

• Must be able to obtain a Public Trust clearance, citizenship required.

Desired Skills, Experience, & Certifications

• A Bachelor's degree related to Computer and Information Technology Services and 2 years of experience, an Associate's and 9 years of experience, or High School and 10 years of additional experience.

• Technical proficiency in supporting desktop, server, printer, and network equipment.

• IT Certification(s).