Field Service Technician
SAIC
- Fort Meade, MD
- Permanent
- Full-time
- Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
- 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 with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
- In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
- Coordinates, resolves, and closes service requests beyond first call resolution.
- Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
- Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
- Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service
options, modernize service management, and improve the customer experience.
- Tracks customer satisfaction benchmarks and metrics. Provides weekly, monthly, and customer service ad-hoc reports.
- Executes change management to perform smoother transition migrations.
- Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
- Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
- Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.
- Personnel will be required to be on-site to support Classrooms and Staff Computers. When classes are not in session half days should be dedicated to working future classroom demands. Working with Course managers on the class schedule. Walk-through Classroom and provide a list of what is required for full capacity classroom usage (I.E. dual monitors, laptops, docking stations, network in the room, cabling, and potentially even the future Wi-Fi).
- Routines to be maintained: Ghosting of computers and sharing the licenses for each laptop, validating each image correctly performed per instructors' request.
- Be able to sustain in tandem normal classroom support (ghosting, maintenance, and prep) at the same time, real-time classroom support while classes are in sessions as the day starts, during the day, and end of day.
- 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.QualificationsRequired QualificationsIt is required that the Field Service Technician have the following qualifications:
- Associates degree
- Three (3) or more years of related experience.
- An additional two (2) years of experience may be considered in lieu of a degree.
- Secret clearance
- IAT-I, Certification in one of the following areas, A+ CE, CCNA-Security, Network+ CE, SSCP