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SAIC · 16 hours ago

Field Service Technician - Help Desk

Hanover, MD

Full-time

Hybrid

Entry, Mid Level

$80K/yr - $120K/yr

6+ years exp

SAIC is seeking a Field Service Technician to perform standard Help Desk duties for a new program out of Hanover, MD. The role involves providing on-site and remote technical support, coordinating IT service requests, and ensuring the delivery of effective IT solutions to support the Defense Counterintelligence and Security Agency's mission.

Information TechnologySecurityService IndustrySoftware

Work & Life Balance

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices

Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support

Provides on-site and remote technical support to approved seat service DCSA end users

Part of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices

In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users

Coordinates, resolves, and closes service requests beyond first call resolution

Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms

Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered

Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience

Tracks customer satisfaction benchmarks and metrics. Provides weekly, monthly, and customer service ad-hoc reports

Executes change management to perform smoother transition migrations

Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities

Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable

Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively

Personnel will be required to be on-site to support Classrooms and Staff Computers. When classes are not in session half days should be dedicated to working future classroom demands. Working with Course managers on the class schedule. Walk-through Classroom and provide a list of what is required for full capacity classroom usage (I.E. dual monitors, laptops, docking stations, network in the room, cabling, and potentially even the future Wi-Fi)

Routines to be maintained Ghosting of computers and sharing the licenses for each laptop, validating each image correctly performed per instructors' request

Be able to sustain in tandem normal classroom support (ghosting, maintenance, and prep) at the same time, real-time classroom support while classes are in sessions as the day starts, during the day, and end of day

Personnel must be available to go in and engage directly in the classrooms to get the networks or the interface of computers working with the students