Service Desk Technician

Description

At the Central Federal Lands Highway Division our IT Service Desk Technicians are the first face in customer service, representing both SAIC and our federal customer, the United States Department of Transportation. A strong candidate for this role will have a winsome personality that can address the needs of customers while easing their stress. The position requires creative problem-solving skills, high technical aptitude, being well organized, the ability to multitask, and strong communication skills. Candidates must also be able to learn how to use new software, leverage vendor support, conduct web searches to locate required information, follow technical documentation, and create new technical documentation as needed.

Core duties and responsibilities include the following:

• Provide first-tier support for all customers via Microsoft Teams, emails, phone calls, and in-person for walk-in customers
• Track and resolve service requests using ServiceNow or similar Government provided Service Desk support software
• Prioritize workload by measuring user impact and time-sensitivity and/or guidance from their supervisor
• Ability to work independently and/or with a group
• Image and deploy customer workstations
• Implement user guides for technical processes and write documentation for user consumption
• Provide hardware support and troubleshooting, including changing out hard drives, memory, display adapters and other components
• Work with equipment vendors to resolve hardware failures
• Set up customer workstations, including: computers, docking stations, monitors, keyboards, and other peripherals
• Provide support for Microsoft Office/365 applications
• Install software and run repair processes
• Backup and restore user profiles
• Support the creation and maintenance of information in Microsoft Active Directory
• Learn and support DOT Proprietary software
• Troubleshoot and support DOT issued iPhones
• Lift up to 40 lbs. unassisted

Qualifications

Requirements:

With this position a Bachelor of Computer Science, Information Systems or related field preferred. High School and Two (2) years of equivalent work experience in-lieu of education will be considered. You must also be able to work physically on-site at the Central Federal Lands Highway Division facility in Lakewood, Colorado five days per week, eight hours per day.

Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and who has the ability to obtain a Public Trust determination.

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

SAIC accepts applications on an ongoing basis and there is no deadline.

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.