Technical Support Specialist - Washington, DC
Description
SAIC is seeking a Technical Support Specialist to support a large federal government agency. Employee will perform on-site, at a secure government location on one of three shifts, including some weekends and holidays. Shift is Tue-Sat 3:30pm-12:15am.
Description of Duties
- Perform advanced, day-to-day operational maintenance, support, and upgrades for complex operating systems and mobile workstations.
- Coordinate, direct, and perform complex software installations.
- Develop, implement, and promote standard operating procedures and schedules.
- Manage, maintain, and repair enterprise devices for remote global workforce with a user base of more than 20K.
- Utilize an IT Service Management ticketing system (ServiceNow) to document incidents and requests and the respective resolutions and fulfillments.
- Perform administrative tasks on devices in-person and remotely to support a broad range of issues.
- Attend to customers visiting the office in-person via scheduled appointments and walk-ins.
- Organize, configure, and perform troubleshooting on devices brought in for (re)imaging.
- Offer timely technical support and teach users how to operate devices correctly.
- Update and prepare official documentation and records for Leadership and team awareness as well as for future reference.
- Undergo continual training to stay current on corporate and team policies in addition to troubleshooting methods.
- Identify, monitor, and notify team and Leadership of trending issues, requests, and/or other pertinent matters.
Qualifications
Required Education & Experience:
- Associates and 1 year of related experience; OR high school and 2 years of related experience.
- Ability to focus on ticketing and monitoring systems for sustained periods.
- Ability to follow standard operating procedures and comply with data entry standards.
- Strong oral and written communication skills with experience working directly with end-users, including VIPs.
- Excellent customer service skills.
- Experience with imaging mobile devices.
- Experience with Microsoft Active Directory and Group Policies.
Required Clearance:
- US Citizenship.
- Ability to obtain Secret. Must obtain interim secret before starting work.