Support Technician

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Saicon Consultants Inc., is seeking the following. Apply via Dice today!

Support Technician

12-Month Contract (Possibility of Full-Time Conversion)

Folsom, CA 95630 (100% Onsite)

We are looking for a support technician to join our client’s biometric systems hosted services support center. This role involves providing technical support to customers and internal biometric personnel in a 24/7 support environment. The ideal candidate will have strong desktop and service desk support experience, excellent communication skills, and the ability to work rotating shifts.

• A client background check will be conducted after the candidate starts the assignment
• The background check may go back more than 7 years
• The candidate must pass the background check to continue in the role

• The support center operates 24/7/365
• Weekends and holidays are working days
• There are three rotating shifts:
  • Day Shift
  • Swing Shift
  • Graveyard Shift
• Each employee will:
  • Work one shift for 3 months
  • Then rotate to another shift
• Weekly schedules will be:
  • Tuesday Saturday
  • Sunday Thursday

• Day Shift: 6:00 AM – 2:30 PM
• Swing Shift: 2:00 PM – 10:30 PM
• Graveyard Shift: 10:00 PM – 6:30 AM

• Provide phone support by receiving and managing customer and biometric personnel support calls
• Log, troubleshoot, and resolve issues or elevate calls as needed
• Provide case status updates to customers and biometric personnel
• Install, repair, and perform preventive maintenance on computers and related systems
• Assist in identifying and recommending software solutions based on user needs
• Troubleshoot software, hardware, and peripheral issues for desktops and laptops
• Identify basic network‑related issues affecting end‑user systems
• Develop or assist with documentation, SOPs, and customer service guidelines
• Provide Data Center support, including:
  • Daily system monitoring and checks
  • Logging issues
  • Troubleshooting or assisting with data center‑related problems
• Work closely with:
  • Support Center team members
  • Biometrics engineering teams
  • Sales, marketing, and administrative teams

• 1+ year of experience in IT Desktop Support and Service Desk Support
• Strong understanding of IT support center processes
• Knowledge of software release and deployment processes
• Excellent verbal and written communication skills
• Ability to work in a rotating shift, 24/7 environment
• Must be able to pass client background clearance

• Windows and Linux operating systems
• Experience with:
  • Kubernetes (pods, system alerts, logs)
  • Azure and Multi‑Factor Authentication (MFA)
• Strong investigation and troubleshooting skills, including:
  • Log gathering
  • Service checks and monitoring

• Relevant IT education, certification, or equivalent hands‑on experience preferred.

• IT Desktop Support – Min Exp: 1+ year – Mandatory:
  Yes
• Service Desk Support – Min Exp: 1+ year – Mandatory:
  Yes
• Server OS – Min Exp: 1+ year – Mandatory:
  No
• Database Knowledge – Min Exp: 1+ year – Mandatory:
  No