Executive IT Support Technician
Posted on: November 23, 2021
Date Posted: 2021-11-17
Category: Information Technology
Subcategory: Site Support
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
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 VIP/Executive Onsite Support team,
responsible for onsite support of incidents and service requests
related to -100 executive VIP staff within the Washington D.C. area
at FAA headquarters. In this role you resolve, track, and manage
technical problems within Remedy. -As support provided to executive
VIP staff is both critical and white-glove, an exceptional level of
detail and customer service is necessary in all interactions with
Provides end-to-end white-glove, top-tier level customer service
and support to all related executive VIPs which require assistance,
either through Incident escalation, or direct contact from the user
to a related VIP support technician.
Installs software, modifies settings, and replaces hardware as
required to resolve the incident.
Resolves operating system, application, software, mobile device,
desktop and network issues to restore service in a timely
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
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.
Uses ITSM and Remedy ticket processes to document actions taken and
executes hardware or software deployment.
Required Experience & Education
AA Degree related to Computer and Information Technology and 3
years related experience; or a High School degree and 5 years
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 prior to starting
Desired Skills and Experience
Technical proficiency in supporting desktop, server, printer, and
COVID Policy: Prospective and/or new employees will be required to
adhere with SAIC's vaccination policy. All SAIC employees must be
fully vaccinated and they must submit proof of vaccination on their
first day of employment. Prospective or new employees may seek an
exemption to the vaccination requirement at Contact Us and must
have an approved exemption prior to the start of their employment.
Customer site vaccination requirements, if more strict, will take
precedence over SAIC's vaccination policy.
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'
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
Keywords: SAIC, Washington DC , Executive IT Support Technician, Professions , Washington, DC
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