Field Service Technician Help Desk

Job ID:

Location: FORT MEADE, MD, US

Date Posted:

Category: Information Technology

Subcategory: Site Support

Schedule: Full-time

Shift: Day Job

Travel: Yes, 10 % of the Time

Minimum Clearance Required: TS/SCI

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: No

Description

SAIC is seeking a Field Service Technician to perform standard Help Desk duties for a new program out of Ft. Meade, MD.

(This position requires a TS/SCI and Sec Certification. The target salary is $80-90k).

Job Description

• Supports customer service requests and 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.
• Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
• Provides on-site and remote technical support to approved seat service DCSA end users.
• Part of 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.
• In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
• Coordinates, resolves, and closes service requests beyond first call resolution.
• Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
• Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
• Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
• Tracks customer satisfaction benchmarks and metrics.
• Provides weekly, monthly, and customer service ad-hoc reports.
• Executes change management to perform smoother transition migrations.
• Supports 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.
• Ensures 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.
• Personnel will be required to be on-site to support Classrooms and Staff Computers. When classes are not in session, half days should be dedicated to working future classroom demands. Works with Course managers on the class schedule. Walks through Classroom and provides a list of what is required for full capacity classroom usage (I.E. dual monitors, laptops, docking stations, network in the room, cabling and potentially even the future Wi-Fi).
• Routines to be maintained: Ghosting of computers and sharing the licenses for each laptop, validating each image correctly performed per instructors' request.
• Be able to sustain in tandem normal classroom support (ghosting, maintenance and prep) at the same time, real-time classroom support while classes are in session as the day starts, during the day and end of day.
• Personnel must be available to go in and engage directly in the classrooms to get the networks or the interface of computers working with students.

Qualifications

Required Qualifications

It is required that the Field Service Technician have the following qualifications:

• Associates Degree and Three (3), High School Diploma and Five (5); or relevant years of experience in lieu of degree.
• US Citizen and TS/SCI Clearance.
• IAT-II, Certification in one of the following areas, CCNA-Security, CySA , CND and/or Security CE.

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Salary : $80,000 - $90,000