Job ID: 2406470
Location: BOYERS, PA, US
Date Posted: 2024-05-07
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: Top Secret
Clearance Level Must Be Able to Obtain: TS/SCI
Potential for Remote Work: No
Description

Introduction
Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA) . The National Security & Space Sector of SAIC is seeking a Field Services Technician to support a transformational infrastructure program for DCSA.
SAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.
Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).
Job Description

• Help the Field Service team in satisfying customer service requests and providing IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.
• Coordinates with the Knowledge Center (KC), the IT Service Desk (SD), and Desktop Engineering to ensure effective and efficient request acknowledgment, problem identification, root cause analysis, and escalation, resolution and/or closing of service requests.
• Manages and coordinates customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
• Ensures the IT infrastructure, applications and end user devices are operational, and that adequate resources, processes, and communication channels are in place to meet service level requirements.
• Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
• Provides leadership and guidance, determines, and prioritizes work assignments, ensures on-time delivery, and oversees all other aspects of the customer support team.
• Ensures the customer support team is well-trained for current and emergent technologies and products and cross-trained, where possible, to create additional depth of knowledge.
• Responsible for facilitating on-site and remote technical support to approved seat service DCSA end users.
• Plans, schedules, and controls activities involved with service delivery.
• Operates a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
• Coordinates, resolves, and closes service requests beyond first call resolution.
• Maintains currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
• Identifies and develops plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
• Ensures tracking of customer satisfaction benchmarks and metrics.
• Provides weekly, monthly, and customer service ad-hoc reports.
• Oversees change management to perform smoother transition migrations.
• Coordinates information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
• Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
• Manages the desktop computing environment to ensure laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.
• Contributes to Daily Status Report (DSR).
• Provide inputs into the Activity Report.

Qualifications

Required Qualifications
It is required that the Field Services Technician have the following qualifications:

• BA/BS
• Five (5) or more years of related experience. An additional four (4) years of experience may be considered in lieu of a degree.
• Top Secret clearance (SCI eligibility).
• ITIL Foundation Level Certification
• 8140 Certification in one of the following areas: CAP, GSLC, Security CE

SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.