Field Service Technician

Field Service Technician

SAIC is seeking a Field Service (Help Desk) Technician for an onsite position out of Andover, MA.

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The Air Force, Space & Intel Business Group (AFSI) of SAIC is seeking a Field Service Technician to support a transformational infrastructure program for DCSA.

SAIC is proud to be supporting DCSA in safeguarding our nation’s information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.

Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secure and adaptable IT infrastructure, provide customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).

Job responsibilities include:

• Supports customer service requests and IT service delivery within the IT environment and for mission applications.
• Researches, maintains, and applies expertise in emerging technologies.
• Provides on-site and remote technical support to approved seat service DCSA end users.
• Part of a call center of mission-ready technicians to assist staff with data input/output devices issues.
• In coordination with desk side support and service desk resource teams, provides IT technical support.
• Coordinates, resolves, and closes service requests beyond first call resolution.
• Handles customer interactions across multiple communication channels and business lines.
• Supports currency and accuracy of IT Service Catalog.
• Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies.
• Tracks customer satisfaction benchmarks and metrics.
• Executes change management to perform smoother transition migrations.
• Supports information sharing and knowledge management capabilities.
• Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents.
• Ensures laptops, PCs, and other access devices are built and maintained to expected standards.
• Personnel will be required to be on-site to support Classrooms and Staff Computers.
• Routines to be maintained:
  Ghosting of computers and sharing the licenses for each laptop.
• Personnel must be available to go in and engage directly in the classrooms to get the networks or the interface of computers working with the students.

Qualifications:

• Bachelor's and Five (5) or relevant years of experience in lieu of degree.
• US Citizen and active Top Secret clearance with SCI Eligibility.
• IAT-II Certification, i.e., Security + CE or equivalent.

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.