Help Desk Support Technician Job Listing at SAIC in Silver Spring, MD (Job ID 2512550-3317)

Description

Description

We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our Parsippany, NJ and Washington DC area locations. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA users at both sites, ensuring efficient operation of hardware, software, and peripheral devices. The ideal candidate would possess a Public Trust clearance and would serve as the primary escalation point for advanced troubleshooting and ensure seamless end-user support. 

Core Competencies 

• Technical Knowledge – Solid grasp of OS, hardware, enterprise apps, and networking basics 
• Troubleshooting – Diagnose, escalate, and resolve advanced technical issues 
• Customer Service – Communicate clearly and professionally with end users 
• Sense of Urgency – Prioritize critical issues, meet SLAs 
• Documentation – Write clear ticket journal notes and closure details for transparency 
• SOP Adherence – Consistently follow standardized procedures for ticket handling 
• Collaboration – Work effectively with Tier 1, peers, and escalation teams 
• Adaptability – Adjust quickly to new technologies and shifting priorities 
• Attention to Detail – Ensure accuracy and completeness in tickets, notes, and resolutions 

Key Responsibilities & Essential Duties 

• Resolve escalated tickets for hardware, software, and network issues 
• Install, configure, and maintain desktops, laptops, printers, and peripherals 
• Support enterprise applications and user account access 
• Assist with upgrades, patching, and rollouts 
• Write clear and complete ticket journal notes and closure comments 
• Follow standardized SOPs for ticket triage, escalation, and resolution 
• Maintain and update knowledge base articles for repeatable fixes 
• Collaborate with system admins, network, and application teams for escalations 
• Deliver excellent customer service while ensuring timely issue resolution 

Qualifications

Required: 

• Associate's degree or higher in IT, Computer Science, or related field, or equivalent experience 
• Advanced understanding of enterprise systems, networks, and applications 
• 2–4 years of experience in technical support or IT operations 
• Excellent written and verbal communication skills 

 Preferred: 

• CompTIA A+, or other relevant certifications 
• Experience with ITSM tools, ticketing systems, and enterprise applications 
• Familiarity with multiple platforms (Windows, MacOS, Linux) 
• Ability to analyze recurring issues and recommend process improvements 

Required Clearances/ Certifications 

• Authorized to work in the U.S 
• Must be able to acquire Public Trust Clearance 

Work Environment / Location Expectations 

• Primarily onsite with possible hybrid options depending on business needs 
• Standard office environment with occasional lifting of IT equipment (up to 25 lbs) 
• Minimal travel required 

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

 Apply on company website