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SAIC · 4 hours ago

Deskside Technician

Washington, DC

Full-time

Onsite

Senior Level, Lead/Staff

$40K/yr - $80K/yr

8+ years exp

SAIC is hiring a Deskside Support Technician to support HHS in Washington, DC. The role involves providing ongoing support to Executives and employees, including White Glove Deskside End User Support, IT Asset Management, and resolving technical problems within ServiceNow.

Information TechnologySecurityService IndustrySoftware

Work & Life Balance

No H1B

U.S. Citizen Only

Responsibilities

Supporting MaaS360 Mobile Device Management

Active Directory account management implementation and administration

Microsoft Exchange/Office365 use and/or administration

Install, connect to the network and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices and telephones

Install and maintain computer software on users’ devices such as Microsoft Windows and Microsoft Office Suite, Antivirus and Malware protection

Conduct user training on approved software and hardware on an as required basis

Incident response and client response coordination for hardware and other IT Operations related failures

Contribute to continual service improvement by assisting with Standard Operations Procedures creation, maintenance and compliance

Perform routine IT system administration, including health checks and supporting incident & request resolution

Perform asset inventories by identifying and labeling IT equipment according to documented standards and update inventory control systems as required

Ensure deliverables to internal customers are complete, consistent, high quality, on time and deliver valued outcomes

On occasion, may perform off-hours maintenance and deployments for system releases and/or provide 24x7 support to maintain service availability or to meet customer SLAs

As ownership of problems from any administrator, follow path of escalated contacts to insure the problems are resolved in timely and effective ways to the satisfaction of the administrator

Provide technical support for MacOS devices, including troubleshooting hardware and software issues, configuring system settings, and assisting users with application installations and updates

Evaluate and perform root- cause analysis on escalated issues

Create documentation to assist other departments with further analysis of technical issues

Create Knowledge Base Documents to assist Level 1 in resolving repetitive issues

Perform other duties as assigned. Building, then leading and mentoring a global team of IT, Asset, and Desk Side Specialists

Provides occasional off- hours on-site support for planned maintenance work, unplanned support issues, or to meet customer SLAs