What are the responsibilities and job description for the IT Support Specialist - Senior position at SAIC?
Job Details
Job ID: 2500158
Location: CAMBRIDGE, MA, US
Date Posted: 2025-01-07
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Description
IT Support Specialist - Senior
Qualifications
Required Skills:
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.
Location: CAMBRIDGE, MA, US
Date Posted: 2025-01-07
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
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 .
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.
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