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Executive IT Support Technician

Company: SAIC
Location: Washington
Posted on: November 23, 2021

Job Description:

Job ID:
2118087

Location:
WASHINGTON
,
DC
,
US

Date Posted: 2021-11-17
Category: Information Technology
Subcategory: Site Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No

Description
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 related users.

Responsibilities:

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 manner.

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.

Uses ITSM and Remedy ticket processes to document actions taken and executes hardware or software deployment.

Qualifications
Required Experience & Education

AA Degree related to Computer and Information Technology and 3 years related experience; or a High School degree and 5 years related experience

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.

Clearance Required

Must be able to obtain a Public Trust clearance prior to starting work.

Desired Skills and Experience

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

IT Certification(s)

HDI Certification(s)

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' missions.

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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