IT Support Technician 3

SAIC is seeking a IT Support Technician 3 to streamline solutions to a growing enterprise environment supporting one of our esteemed Federal clients.

ONSITE 5 DAYS – Wash DC

Job Duties:

· Responsible for providing IT support to end users for complex issues.

· Escalation points for IT Support Techs level 1 and 2.

· Creates, updates and closes, incident, and service requests with the IT service management system. Adheres to IT Processes and SOPs.

· Installing and supporting PCs, laptops, printers, peripherals, and connected equipment in an IT Enterprise environment comprising 6,000 – 8,000 users.

· Providing end-user software and hardware troubleshooting and support in-person or over the phone

· Over 3 years of Intune Suite Experience supporting Windows 11 and Microsoft 365 apps

· Applying basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.

· Applying a thorough knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP and DNS within Windows- 10-11 operating system(s) and MACs to resolve customer workstation issues.

· Applying basic troubleshooting skills to identify and resolve network printing issues and protocols issues related to network printing in windows 10 & 11 print server environment to include multi-function printers using Web Jetadmin and HP Universal Print Drivers

· Troubleshooting Apple MAC computers.

· Imaging workstations while safeguarding customer files and profiles; also testing laptop and desktop computers.

· Upgrading end user computer systems ensuring no data loss.

· Supporting Microsoft software packages to include Microsoft Office 365, and other commonly used desktop related applications.

· Engaging engineers from multiple teams.

Required:

· BS and 5 years of experience providing desk side and/or service desk IT support, specializing in troubleshooting end-user issues with hardware and software. (4 year’s experience in lieu of degree)

· Ability to obtain and maintain a Public Trust requiring U.S. Citizenship

· Broad base of knowledge and be fluent in multiple IT disciplines such as:

o computing,

o computer workstations,

o computer hardware and software,

o productivity tools,

o applications,

o networking.

· CompTIA A+ certification may be substituted for 1 year experience.