Deskside Support Technician

Description

We are currently seeking an experienced, motivated, career and customer service oriented Desk Side Support Technician t to join our team to begin an exciting and challenging career with SAIC.

Description:

• The qualified applicant will provide Tier II help desk support to users unable to resolve tech issues that exceed Tier 1 level support.
• The candidate must provide creative solutions to customer problems to ensure customer satisfaction and productivity. Coordinate customer and support issues to ensure timely distribution of knowledge and productivity ensuring a positive impact on customer satisfaction. Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
• Consults with users to determine if existing hardware/software is in spec required to support functionality for system effectiveness given the existing network environment.
• Recommends and oversees the installation of required hardware/software upgrades necessary to restore or enhance user system functionality.
• Engages in testing and modification of user systems in support of eventual recommendation and implementation for hardware or software updates.
• As necessary, simulates or recreates user problems to resolve operating difficulties
• Creates documentation in support of the maintenance of a document library of completed deliverables. These will be maintained to track performance metrics and log actions taken to address user/interoperability issues that impact client operations. Responsible for updating documentation across the team and utilizing operationally derived knowledge from actual cases resolved.
• Creates and maintains documentation specific to the analysis of user equipment configuration for the project; submits regular documentation covering required configurations and impact to network and user functionality due to lack thereof.
• Consults with network services, software systems engineering, and/or applications development in the restoration of services or to identify and correct core problems.
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

Qualifications

Key Qualifications:

• Comprehensive knowledge in Information Technology service delivery
• A+ Certification or higher required HDI or ITIL certifications desired
• Must possess at least 2 years of relevant work experience and a Bachelor's degree in a related field such as Network or Systems Engineering, Computer Science/Computer Engineering, Electrical Engineering, from an accredited university.
• Must be able to obtain a Public Trust
• Must be a US Citizen

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.