Hardware Tech

Description

SAIC has an opportunity for an IT Hardware Technician in Oklahoma City, OK!

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer‑centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.

Candidates will be a key part of a team of IT professionals who provide hardware and software support for the FAA. Candidate will perform tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues.

• Candidates will be a key part of a team of IT professionals who provide hardware and software support for the FAA.
• Duties include diagnosing and resolving user reported issues including desktops, laptops, network connectivity, Windows OS issues and much more.
• Applicant will provide tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues.
• Excellent interpersonal and communication skills, both oral and written are required for customer interactions.
• Strong initiative, teamwork and problem solving skills are also required.

• Handle service inquiries and problems to include performing customer support activities involving the installation, modification, and repair of desktop PC, telephone, and peripheral equipment and systems.
• Conducts installation and testing of equipment to ensure proper working order.
• Isolates equipment start‑up malfunctions and takes corrective action.
• May make technical presentations and has a strong knowledge of products.
• Represents the company in a customer support role and is responsible for customer's satisfaction with equipment and servicing.
• Use remote control tools to assist end users when needed.
• Build and configure PCs and laptops for deployment to users.
• Loading and configuring end user device software.
• Create and/or update tickets with details of worked performed to restore service or satisfy customer request in ticket tracking system.
• Act as Tier II agent when additional subject matter expertise is required, performing analysis and actions at the direction of higher Tiered support agents, as required.
• Work with the customer, users, and other supporting engineers to effectively analyze user requirements, user stories, and operations concepts and apply IT solutions to identified issues.
• Act as a technical resource to others to resolve problems, errors, or other related issues.
• Anticipate customer needs and proactively identifies solutions.
• Provide feedback and insight to enable development of user training guides and videos.

Required Skills and Experience

• AA Degree in related discipline and six (6) years or more of related experience;
  Or, High School and eight (8) years of related experience with relevant certification.
• Must have the ability to obtain and hold a Public Trust clearance.
• HDI‑DAST Certification or the ability to obtain a HDI‑DAST certification within 60 days of hire.

Desired Skills and Experience

• Bachelor’s Degree in related discipline and three (3) years related experience.
• Experience with Service Now or other ITSM tools.
• Prior Help Desk Support / Desktop Support experience.
• Experience troubleshooting hardware and software issues both remote and hands‑on.

REQNUMBER: 2613844

EOE AA M/F/Vet/Disability