Description
Description
We are currently seeking a motivated, career and seasoned customer service-oriented Executive Support Platinum Technician to begin an exciting and challenging career with SAIC.
The Platinum Technician will work with a team of Executive Support Technicians requiring the highest level of customer service and technical proficiency to more than 400 executives. The Platinum Technician will be responsible for delivering professional, high-quality services directly to the customer, providing both remote and in-person support on a 24x7 basis. The candidate must have strong communication skills and be capable of reporting to all levels of Executive Staff, Service Desk Management and attend high level meetings to present information when required.
Primary Responsibilities Include:
- Provide exceptional technical support and customer service to Senior and C-Level Executives.
- Coordinate, track, report and escalate support issues pertaining to Senior and C-Level Executives to ensure timely resolution and a positive impact on customer satisfaction.
- Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
- Work with other IT groups to rollout hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects.
- Provide accurate and timely communication and reporting to assist in the execution of IT initiatives which may impact Executive staff.
- Timely follow up with customers to ensure problems are resolved successfully and satisfactorily.
- Strong ability to provide creative solutions to customer problems.
- Demonstrate skills to bridge technical problems which cross functions, such as understanding cause and effect and root cause relationships for complex IT problems.
- Provide IT training to customers to ensure successful use of IT equipment.
- Document and revise all resolutions to be updated in IT knowledge base.
- Be able to manage projects and heavy caseload while responding to customers request in a high priority fashion.
- Follow corporate and Federal IT Security Policies.
- Home support including troubleshooting of Software Applications and the Operating System Software, Equipment diagnostics, problem isolation, and repair including warranty work (Minimum).
- Previous experience working in a classified environment.
- Work a flexible schedule and provide after-hours support on a 24x7 basis.
Qualifications
Required Skills:
- Bachelor's degree and a minimum of five years' experience, or equivalent education and experience.
- In-depth Desktop Support knowledge (Preferably on a Federal Contract).
- Significant Experience supporting Windows 11, O365 products, Active Directory and MDM solutions.
- Experience installing and troubleshooting Apple products ranging from MAC OS X, iPhones, iPads, and hardware.
- Previous experience using ITSM tools for ticket tracking.
- Ability to travel up to 10%.
- Ability to work evening shift and weekends (Saturday and Sunday 7AM - 4PM).
Desired Skills:
- Ability to obtain a DOE Q security clearance. Current Top-Secret a plus.
- U.S. citizenship is required.
- Bachelor's degree in Information Technology or related field.
- IT certification(s): A+, Net+, MCP, MCDST, MCSA, and/or MCSE, ITIL, HDI.
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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