Deskside Support Technician

SAIC is hiring a Deskside Support Technician to support HHS in Washington, DC. The Deskside Support Technician will provide ongoing support to Executives and employees across the enterprise including White Glove Deskside End User Support, IT Asset Management (ITAM), Network Printer, and MDM Support for our Executive Customer. The ideal candidate will be a key member of the IMAC Team that helps resolves, tracks, and manages escalated technical problems within ServiceNow as requested via phone, email and internet chat to fulfill these responsibilities. Additionally, the Technician will contribute to the knowledge base by creating documentation describing issues encountered, their resolutions, and work on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems across HHS and partner sites.

Responsibilities:

• MS In-Tune Mobile Device Management.

• Active Directory account management implementation and administration.

• Microsoft Exchange/Office365 use and/or administration.

• Microsoft Windows 11planning and roll out in enterprise environment.

• 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 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.

• 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.

Required Education and Experience:

• BA and 6 years of experience, Associates and 8 years of relevant experience or HS education and 10 years of relevant experience.
• Must be a US Citizen with the ability to obtain a Public Trust clearance .

Required Skills:

• Advanced knowledge of networked environments, operating systems (Windows 11/10) PC and network hardware.
• Must be willing to work effectively within a team environment in a fast-paced support role.
• Must possess excellent communication skills; be dependable, outgoing and positive with excellent problem- solving skills.

Desired Skills and Experience:

• Advanced knowledge of network printing environments.
• A+, Net+ desired.
• HDI Certification(s).
• MacBook Support.