Walk-Up Support Technician

SAIC is seeking a Walk-Up Support Technician who will deliver immediate onsite technical support at designated walk-up kiosks, focusing on resolving user issues with devices, software, and conference systems supporting the FDIC. This role requires strong technical capabilities, excellent interpersonal skills, and the ability to handle a wide range of technical issues. The Technician will also be responsible for ensuring kiosk coverage and operational readiness throughout working hours.

This role will require onsite work in Dallas, TX.

Key Responsibilities:

Walk-Up / Kiosk Operation:

• Staff walk-up kiosks with trained analysts to provide support coverage from 7 AM to 6 PM local time, Monday through Friday, excluding holidays and need to be available for shifts during those hours.
• Deliver onsite support for the following:
• Conventional devices (e.g., laptops, desktops, peripherals) and audio-visual systems.
• Troubleshooting and resolution of hardware and software issues for walk-up customers.
• Addressing performance issues with devices used in training and conference rooms.

Facilities and Infrastructure Support:

• Ensure proper workspace for walk-up kiosks, including:
• Provision of desks, bench space, telephony, network access, and power facilities.
• Maintenance of physical security policies to safeguard equipment.

Customer Engagement:

• Interact with users in a polite, professional, and customer-focused manner to address their IT-related concerns.
• Display a service-oriented attitude, keeping users informed about progress and timelines for issue resolution.

Problem Solving and Technical Activities:

• Provide logical troubleshooting services to diagnose and address technical incidents effectively.
• Escalate unresolved or complex issues to higher-tier support teams as needed.
• Perform self-warranty hardware repairs when authorized and within capability, ensuring cost-effective solutions.

Other Obligations:

• Contribute to the development and enforcement of internal processes that promote kiosk efficiency and customer satisfaction.
• Support and maintain the operational readiness of kiosks, including equipment inventories and updates.

• AA Degree in related discipline and six (6) years or more of related experience; Additional experience will be considered in lieu of degree.
• Minimum 2 years of experience in End User Support or a related field.
• Proven technical expertise and hands-on experience supporting hardware/software and audio-visual systems.
• Strong customer service background with effective verbal and written communication skills.
• Familiarity with professional environments and ability to deliver high-level support, including to VIP customers when required.
• Capability for basic repairs and technical problem-solving with attention to detail.
• Must be able to obtain and maintain a Public Trust.