IT Support Specialist - Senior

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
• Lead junior, mid, and senior level techs as needed, provide expertise to help solve difficult problems
• 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.