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SAIC · 1 day ago

IT Support Specialist

Washington, DC

Full-time

Onsite

Mid, Senior Level

$40K/yr - $80K/yr

7+ years exp

SAIC is seeking an IT Support Specialist to provide Tier 2 and Tier 3 deskside end user support. The role involves diagnosing and troubleshooting Apple and iOS hardware and software, performing repairs, and assisting in leading small projects and team efforts.

Information TechnologySecurityService IndustrySoftware

Work & Life Balance

No H1B

U.S. Citizen Only

Responsibilities

Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills

Need to be able to work independently and as part of a team

Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software

Perform repairs on Apple computer and iOS hardware and software

Understanding of the MAC OS Imaging process using JAMF preferred but not required

May be assigned to assist in leading small projects and team efforts

Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities

Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs

Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed

Escalates complex problems to upper-level deskside engineers

Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration

Escalation point for Junior and Mid-level desk side engineers

Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues

Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers

Updates status of queued service requests with the IT service management system

Qualification

Deskside supportTroubleshootingWindows 10Apple (MAC) supportActive DirectoryMS Office SuiteJAMFCustomer engagementITSM systemsMobile device deploymentTeam collaboration

Required

Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment

Must possess a degree. High School Diploma may be substituted with 6 additional years of related experience

HDI Technical Support Professional required within six (6) months of employment

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 trust