Description
Description
This position is in Washington, DC at the Department of Transportation Headquarters' building. SAIC is looking for an Executive / VIP Desktop Support Technician Senior to provide day-to-day process and technical support to Political Appointees, Senior Executives, and their Administrative Assistants. This role requires a very high level of technical proficiency and requires an individual with executive presence and strong communication skills. The team member must quickly and effectively diagnose and resolve issues related to PCs/ Laptops, MacBook IOS, mobile devices (iPhones, iPads, 2-in-1 laptops), software application, telecommunication issues and local network issues. The team member will perform general IT maintenance tasks and resolve moderate complex problems immediately; if needed, more complex IT issues will be escalated to a higher level of support. As needed, the team member will also recommend hardware and software solutions, including new product acquisitions and upgrades. He/she may conduct training programs designed to educate organization's computer users about basic and specialized applications. The work is performed in a Microsoft Windows environment. The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to coordinate with different teams for a solution. Strong skills with imaging machines and troubleshooting during the image process are a plus.
Job Role Specific Requirements:
- The support will range from simple to complex system issues and may include VIP support requirements.
- The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment.
- Must have strong customer service skills and be able to multitask between hardware and software solutions.
- We are looking for exceptional organization skills, scheduling, and the ability to document processes. Strong skills with imaging machines and troubleshooting during the image process are a plus.
The team member will perform the following:
- Customer service and interaction
- Advanced troubleshooting and resolution
- Imaging new machines
- Deployment of new machines
- New software installation
- Create, update, and resolve documentation related to support tickets in the ServiceNow ticketing system
Qualifications
Skills and Experience Desired:
An experienced Executive-Level, Support Technologist with excellent technical and interpersonal/Customer Service skills (3+ years) and an additional 4 years of experience successfully providing general IT customer service. Advanced emphasis on troubleshooting complex and advanced end-user issues with hardware and software. Diagnose and resolve technology issues, including Microsoft Windows Operating System and Microsoft Office tools (primarily Outlook), with MacOS, iOS, and iPad OS troubleshooting experience desired. Must also possess support capabilities in LAN, VPN, mobility devices, hardware and peripherals, and other technologies. Must have demonstrated prolonged experience (minimum of 2 years consecutively in one post) working in secure and sensitive environments, and with the appropriate handling of secure and sensitive data. Must possess experience escalating and coordinating integrated strategies for troubleshooting and issue/incident resolution across multi-disciplinary teams. This role is a demanding, high-visibility frontline concierge position, supporting our most senior executives and VIPs by offering both in-person and remote support. Must possess technical depth and breadth in a wide range of IT and AV technologies including software, hardware, and conferencing systems. This position requires a commitment to solution ownership and the ability to engage cross-functional teams when necessary to provide timely resolution to issues. Must possess excellent time management and follow-up skills, and the ability to handle issues with discretion, tact, diplomacy, and patience. Ability to work independently and quickly escalate issues if assistance is needed. Must possess effective and professional verbal, oral, and written communications skills, and demonstrate composure and successful task execution in high-pressure, high-visibility, and time-sensitive conditions. Bachelor's degree desired. A+, Network+, Microsoft 365, Microsoft IT Support Specialist Professional, Apple Certified Support Professional and ITIL certifications are desired
Shift: Successful candidate will be in an ON-CALL Rotation for nights, weekends, including holidays. Must be flexible with assigned shifts. See the shift times below:
7 AM – 4 PM
8 AM - 5 PM
9 AM - 7 PM
7 PM - 7 PM On call
Top Qualifications, Skills, Experience or Certifications:
- Customer service and communication skills
- Troubleshooting Microsoft Windows 10 (mid-level)
- Troubleshooting Mac IOS (mid-level)
- Installation and configuration of new machines in a Windows environment (mid-level)
- Smart cards / PIV cards (general knowledge)
- Experience with Office 365, VPN, Active Directory
- Provide Remote Tool Support
- Conference Room / VTC Setups
- Wireless Troubleshooting/iPhones and iPads
QUALIFICATIONS AND EDUCATION REQUIREMENTS:
MUST POSSESS A HIGH SCHOOL DIPLOMA AND 3 YEARS OF DESK SIDE SUPPORT EXPERIENCE. DIPLOMA MAY BE SUBSTITUTED WITH 4 ADDITIONAL YEARS OF RELATED EXPERIENCE.
Skills Preferred:
- Familiarity with ServiceNow
- Ability to work in a fast-paced environment
- ServiceNow Asset and Incident Module (user-based knowledge)
- Bomgar
- Some experience with troubleshooting and resolving MacBook Pro IOS issues.
- Experience with ServiceNow ticketing system.
- Outage Awareness/Management experience
Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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