DescriptionResponsible for providing remote and desk side support to end users for complex issues regarding response and resolution. Will perform a critical role in the delegation of incident and service request tickets to senior technical groups and staff. Familiarity with ServiceNow a plus. Possess the ability and willingness to multi-task and work independently in a technical customer environmentCore responsibilities and duties; highlight day-to-day activities:
Resolve end user’s requests or problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer workflows utilizing ServiceNow to document problem resolution progress and meet SLAs.
Electronic data processing, and routing calls to product line specialists, application, or system support specialists and escalating complex problems to upper-level deskside engineers.
Maintaining and updating records and tracking databases.
Alert management to recurring problems and patterns of problems.
Provide end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills.
Diagnosing and troubleshooting Apple iOS hardware and software.
Hardware and software diagnostics, mobile device deployment, recovery and troubleshooting
Perform IMAC procedures and lifecycle refresh activities.
QualificationsJob Requirements:Essential job functions must include strong analytical and troubleshooting skills. The ability to work in a team environment provides solutions to diagnose and resolve problems. Perform research as necessary to answer questions and resolve issues. Stay current with existing and emerging technologies, changes and updates. Must have a functional understanding of Windows systems, applications, and be able to support the following:
3+ years of relevant IT experience demonstrated continuous technical career growth, in Microsoft environments.
3+ years of relevant Desktop support experience, responding to incoming calls, email messages, and walk-up customers.
Microsoft Windows 11 Operating Systems
Microsoft O365/M365
Microsoft Active Directory Users and Computers
Remote VPN Access
Microsoft file and print services
Apple Mobile Systems
Remote connections and VPN Access
DELL hardware
Attributes:
HDI Support Center Analyst (HDI-SCA) Certification required within six (6) months of employment.
Degree may be substituted with 4 additional years of related experience.
Team Player, willing to share knowledge and pitch in wherever needed
Multi-tasking, Prioritization, and Time Management - Ability to pivot and act in a timely manner
Technical Aptitude – capable of handling a multitude of technical issues
Excellent written and verbal communication - Ability to accurately convey an issue
Patience & Flexibility
Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trustSAIC 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.
REQNUMBER: 2415901SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability