Jobs via Dice · 8 hours ago
VIP Support Platinum Technician
Germantown, MD
Full-time
Onsite
Mid, Senior Level
$80K/yr - $120K/yr
5+ years expSAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. The Executive Support Platinum Technician will deliver high-quality technical support to over 200 executives, ensuring customer satisfaction and effective communication while managing complex IT issues.
Computer Software
No H1B
U.S. Citizen Only
Responsibilities
Provide technical support to Executive Support Technicians who are diagnosing, troubleshooting, and supporting senior executives
Coordinate customer and support issues to ensure timely distribution of knowledge and productivity and positive impact on customer satisfaction
Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers
Work with other IT groups to rollout hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects
Provide accurate and timely communication and reporting to assist in the execution of IT initiatives which may impact Executive staff
Timely follow up with customers to ensure problems are resolved successfully and satisfactorily
Strong ability to provide creative solutions to customer problems
Demonstrate skills to bridge technical problems which cross functions, such as understanding cause and effect and root cause relationships for complex IT problems
Provide IT training to customers to ensure successful use of IT equipment
Document and revise all resolutions to be updated in IT knowledge base
Be able to manage projects and heavy caseload while responding to customers request in a high priority fashion
Follow corporate and Federal IT Security Policies
Home support including troubleshooting of Software Applications and the Operating System Software, Equipment diagnostics, problem isolation and repair including warranty work (Minimum)
Previous experience working in a classified environment
Work a flexible schedule and provide after-hours support on an on-call basis (7x24 support - Rotational)
Qualification
Required
Bachelor's degree and a minimum of five years' experience (with 7 years specialized experience a degree would not be required)
Experience managing teams and distributing workload in support of Senior and C-Level Executives, preferably within the Federal Government
In-depth Desktop Support (Preferably on a Federal Contract)
Significant Experience supporting Windows 10, O365 products, Active Directory and MDM solutions
Experience installing and troubleshooting Apple products ranging from MAC OS X, iPhones, iPads, and hardware
Previous experience using ITSM tools for ticket tracking
Ability to travel up to 10%
Ability to share On-Call Rotations
Preferred
Ability to obtain a DOE Q security clearance. Current Top-Secret a plus
U.S. citizenship is required
Bachelor's degree in Information Technology or related field
IT certification(s): A+, Net+, MCP, MCDST, MCSA, and/or MCSE, ITIL, HDI
Company
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