Desktop Support Technician

SAIC – Arlington, VA

SAIC is currently looking for information technology professionals who are interested in supporting the North American Aerospace Defense Command (NORAD) and United States Northern Command (USNORTHCOM) Information Technology (IT) Network and Operations Maintenance Support Services (N&NC) as technical and subject matter experts (SMEs). The N&NC Team will provide professional, administrative, technical, and management support for the N&NC Cyberspace Operations Directorate (N&NC/J6) to support the enterprise IT services provided by the N&NC/J6 in support of N&NC missions. The mission is to provide IT services to N&NC based on industry best practices that allows for measurable performance of IT services and meet all N&NC IT requirements through the entire life cycle of each IT service in all possible operating environments. This aligns with the overall mission of the N&NC/JC which is to enable information and decision superiority for the N&NC Commander, subordinates and mission partners in order to optimize collaborative planning and execution in anticipation of military operations across the spectrum of missions throughout the NORAD Area of Operation (AOO) and USNORTHCOM AOR. Job Description: Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Desktop Technician needed to provide support for day-to-day operations on the North American Aerospace Defense Command (NORAD) and United States Northern Command (USNORTHCOM) Information Technology (IT) Network and Operations for members in the Pentagon. The ideal candidate will provide 24 / 7 computer technical support to maintain, analyze, troubleshoot, and restore computer and information systems to an operational status, to include personal computers, thin/zero clients, laptops, and peripherals.
  • Provides on-site technical support by performing installation, repair, and preventative maintenance of workstations and related software/hardware.
  • Troubleshoots software and hardware failures and applies domain specific knowledge to return equipment to operational status within agreed upon Service Level Agreement parameters.
  • Interacts daily with supervisor, peer groups and customers in order to manage work flow in timely and professional manner.
  • Responsible for documenting, upgrading and replacing hardware and software systems.
  • Install, troubleshoot, repair, operate, and maintain computers, workstations, laptops, thin clients, printers, scanners, and any other equipment within the scope of this task.
  • Extensive experience with troubleshooting Microsoft OS, Active Directory, Microsoft Office suite.
  • Experience troubleshooting VMWare and virtualization issues
  • Familiar with help desk software (i.e. BMC Remedy, Service Now, etc.)
  • Experience working in service desk call center and helping customers debugging IT problems remotely
  • Virtualization and Network certifications are a plus

  • Certifications: DoD 8570.01-M IAT level II or higher. Current ITIL foundation certification desired.

    Qualifications

    Education and Experience: AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years related experience with relevant certification. A secret security clearance is required and a top secret/SCI security clearance is desired.


    Overview

    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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