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SAIC IT Support Specialist ‐ Senior in CAMBRIDGE, Massachusetts

Description

IT Support Specialist - Senior

  • Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills.

  • Need to be able to work independently and as part of a team.

  • Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.

  • Perform repairs on Apple computer and iOS hardware and software.

  • Understanding of the MAC OS Imaging process using JAMF preferred but not required.

  • May be assigned to assist in leading small projects and team efforts.

  • Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.

  • Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.

  • Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed.

  • Escalates complex problems to upper-level deskside engineers.

  • Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.

  • Escalation point for Junior and Mid-level desk side engineers.

  • Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.

  • Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.

  • Updates status of queued service requests with the IT service management system.

Qualifications

Required Skills:

  • Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment

  • Must possess a degree. High School Diploma may be substituted with 6 additional years of related experience.

  • HDI Technical Support Professional required within six (6) months of employment

  • Certifications desirable but not required include A+, Net+, Secure+.

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.

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. REQNUMBER: 2500158

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

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