Help Desk Support Technician
Role details
Job location
Tech stack
Job description
Description
SAIC is seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our Parsippany, NJ location. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA users at both sites, ensuring efficient operation of hardware, software, and peripheral devices. The ideal candidate would possess a Public Trust clearance and would serve as the primary escalation point for advanced troubleshooting and ensure seamless end-user support.
Core Competencies
- Technical Knowledge - Solid grasp of OS, hardware, enterprise apps, and networking basics.
- Troubleshooting - Diagnose, escalate, and resolve advanced technical issues.
- Customer Service - Communicate clearly and professionally with end users.
- Sense of Urgency - Prioritize critical issues, meet SLAs.
- Documentation - Write clear ticket journal notes and closure details for transparency.
- SOP Adherence - Consistently follow standardized procedures for ticket handling.
- Collaboration - Work effectively with Tier 1, peers, and escalation teams.
- Adaptability - Adjust quickly to new technologies and shifting priorities.
- Attention to Detail - Ensure accuracy and completeness in tickets, notes, and resolutions.
Key Responsibilities & Essential Duties
- Resolve escalated tickets for hardware, software, and network issues.
- Install, configure, and maintain desktops, laptops, printers, and peripherals.
- Support enterprise applications and user account access.
- Assist with upgrades, patching, and rollouts.
- Write clear and complete ticket journal notes and closure comments.
- Follow standardized SOPs for ticket triage, escalation, and resolution.
- Maintain and update knowledge base articles for repeatable fixes.
- Collaborate with system admins, network, and application teams for escalations.
- Deliver excellent customer service while ensuring timely issue resolution.
Qualifications
Required:
- Associate's degree or higher in IT, Computer Science, or related field, or equivalent experience.
- Advanced understanding of enterprise systems, networks, and applications.
- 2-4 years of experience in technical support or IT operations.
- Excellent written and verbal communication skills.
Preferred:
- CompTIA A+, or other relevant certifications.
- Experience with ITSM tools, ticketing systems, and enterprise applications.
- Familiarity with multiple platforms (Windows, MacOS, Linux.)
- Ability to analyze recurring issues and recommend process improvements.
Required Clearances/ Certifications
- Authorized to work in the U.S.
- Must be able to acquire Public Trust Clearance.
Work Environment / Location Expectations
- Primarily onsite with possible hybrid options depending on business needs.
- Standard office environment with occasional lifting of IT equipment (up to 25 lbs.)
- Minimal travel required.
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Requirements
Required:
- Associate's degree or higher in IT, Computer Science, or related field, or equivalent experience.
- Advanced understanding of enterprise systems, networks, and applications.
- 2-4 years of experience in technical support or IT operations.
- Excellent written and verbal communication skills.
Preferred:
- CompTIA A+, or other relevant certifications.
- Experience with ITSM tools, ticketing systems, and enterprise applications.
- Familiarity with multiple platforms (Windows, MacOS, Linux.)
- Ability to analyze recurring issues and recommend process improvements.
Required Clearances/ Certifications
- Authorized to work in the U.S.
- Must be able to acquire Public Trust Clearance.
Benefits & conditions
Work Environment / Location Expectations
- Primarily onsite with possible hybrid options depending on business needs.
- Standard office environment with occasional lifting of IT equipment (up to 25 lbs.)
- Minimal travel required.
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
