What are the responsibilities and job description for the Help Desk Support Technician position at Lensa?
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Description
We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our Parsippany, NJ and Washington DC area locations. 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
Required:
REQNUMBER: 2512550
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability
If you have questions about this posting, please contact support@lensa.com
Description
We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our Parsippany, NJ and Washington DC area locations. 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.
- 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.
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.
- 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.
- Authorized to work in the U.S.
- Must be able to acquire Public Trust Clearance.
- 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.
REQNUMBER: 2512550
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability
If you have questions about this posting, please contact support@lensa.com
Salary : $40,001 - $80,000