IT Support Specialist Job Listing at SAIC in Cambridge, MA (Job ID 2511033)

Description

Description

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Department of Transportation. 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.

This is a fully onsite position at the US Dept of Transportation Volpe Center in Cambridge

Job Role Specific Requirements:

Proficient prioritizing project tasks and troubleshooting complex and advanced end-user issues. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Willing and able to coach junior and mid-level engineers with complex incidents.

Top Qualifications, Skills, Experience or Certifications:  

• Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.
• Multi-tasking, prioritization, and time management - Ability to pivot and act in a timely manner.
• Technical Aptitude – Capable of handling a multitude of technical issues.
• Excellent written and verbal communication - Ability to accurately diagnose, document and explicate an issue.
  Patience & Flexibility
• Microsoft or other industry related professional certifications are preferred.
• Essential job functions must include strong analytical and troubleshooting skills. 
• Stay current with existing and emerging technologies, changes and updates. 

Qualifications

Job Requirements:
Essential job functions must include strong analytical and troubleshooting skills. The ability to work in a team environment, provide solutions, diagnose and resolve problems. Perform research as necessary to answer questions and resolve issues. Stay current with existing and emerging technologies, changes and updates. Must have a thorough understanding of Windows systems, applications, and be able to support the following in addition to the above skills:

• 7+ years of relevant IT experience demonstrated continuous technical career growth, in Microsoft environments.

• 7+ years of relevant Desktop support experience, responding to incoming calls, email messages, and walk-up customers.

• Perform day-to-day responsibilities utilizing ServiceNow.

• Prioritize and evaluate a variety of technical issues.

• Ensure proper recording, documentation, and closure of tickets.

• Triage, resolve, and escalate issues to appropriate teams.

• Provide installation, configuration, and break-fix for laptops, desktops, and peripherals.

• Field phone calls or chats throughout the day from internal employees

• Bachelor's Degree in a related field but can be replaced by 7 years of related experience

   

  
  Proficiency with:

   

• Microsoft Windows 11 Operating Systems, Microsoft O365/M365

• Microsoft Active Directory Users and Computers

• Cisco Remote VPN Access

• Microsoft file and print services

• Apple Mobile Systems

• DELL hardware

Attributes:

• Team Player, willing to share knowledge and pitch in wherever needed.

• Multi-tasking, Prioritization, and Time Management - Ability to pivot and act in a timely manner.

• Technical Aptitude – capable of handling a multitude of technical issues.

• Excellent written and verbal communication - Ability to accurately convey an issue.

• Patience and flexibility.