Deskside Support Technician

Saic; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

SAIC seeks a Deskside Support Technician to provide end-user support across the enterprise in Atlanta, GA. You will handle Active Directory, Microsoft 365, Windows 11/10, and ITAM tasks, delivering White Glove service to executives and staff while coordinating with the IMAC team and documenting resolutions in the knowledge base.

Ideal candidates possess strong communication skills, a US citizenship with ability to obtain a Public Trust, and experience in a fast-paced government or enterprise IT

Qualifications

• US citizenship and ability to obtain Public Trust clearance.
• BA with 6+ years (or an Associate's with 8+ years, or HS with 10+ years) of relevant experience.
• Advanced knowledge of Windows OS and networked PC hardware.
• Excellent communication and teamwork skills.

Responsibilities

• Provide deskside IT support to Executives and employees across the enterprise.
• Manage ITAM, network printers, and MDM within ServiceNow.
• Create knowledge base articles and SOPs to improve service quality.
• Train users on approved software and hardware.
• Perform routine system administration and health checks.
• Lead and mentor a global IT/Desk Side team.
• Support off-hours maintenance and 24x7 SLAs as needed.

Skills

Networked environments

Windows 11/10

PC hardware

Communication skills

Team player

Problem-solving

Education

Bachelor's degree + 6 years experience

Associate's degree + 8 years experience

High school diploma + 10 years experience

Tools

A+ Certification

Net+ Certification

HDI Certification

MacBook support

Job description

Description

SAIC is hiring a Deskside Support Technician to support HHS in Atlanta, GA. 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 helpsresolves, 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.

Qualifications

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.