Technical Support Specialist

SAIC is seeking a Technical Support Specialist to support a large federal government agency in Washington, DC. Employee will perform on-site, at a secure government location on one of three shifts, including some weekends and holidays.

Shifts available:

• Monday-Friday, 2:30pm-11:15pm.

Description of Duties:

• Perform advanced, day-to-day operational maintenance, support, and upgrades for complex operating systems and mobile workstations.
• Coordinate, direct, and perform complex software installations.
• Develop, implement, and promote standard operating procedures and schedules.
• Manage, maintain, and repair enterprise devices for remote global workforce with a user base of more than 20K.
• Utilize an IT Service Management ticketing system (ServiceNow) to document incidents and requests and the respective resolutions and fulfillments.
• Perform administrative tasks on devices in-person and remotely to support a broad range of issues.
• Attend to customers visiting the office in-person via scheduled appointments and walk-ins.
• Organize, configure, and perform troubleshooting on devices brought in for (re)imaging.
• Offer timely technical support and teach users how to operate devices correctly.
• Update and prepare official documentation and records for Leadership and team awareness as well as for future reference.
• Undergo continual training to stay current on corporate and team policies in addition to troubleshooting methods.
• Identify, monitor, and notify team and Leadership of trending issues, requests, and/or other pertinent matters.

Required Education & Experience:

• Associates and 3 year of related experience; Bachelors and 2 years; OR high school and 5 years of related experience.
• Ability to focus on ticketing and monitoring systems for sustained periods.
• Ability to follow standard operating procedures and comply with data entry standards.
• Strong oral and written communication skills with experience working directly with end-users, including VIPs.
• Excellent customer service skills.
• Experience with imaging mobile devices.
• Experience with Microsoft Active Directory and Group Policies.

Required Clearance:

• US Citizenship.
• Active interim secret clearance or higher. Must be able to obtain a secret clearance.

Desired Experience, Skills, & Certifications:

• Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Configuration Manager (MECM).
• Microsoft PowerShell.
• TCP/IP based networking.
• Defender Anti-Virus Software.
• IT service life cycle management (design, build, test, deploy).
• Microsoft certifications.
• CompTIA A+, Network+, Security+.