PC/Technical Support Technician

About the role

This position is located in Decatur, GA. SAIC is seeking a PC/Technical Support Technician to support the United States Army Reserve Command (USARC) and USAR enterprise users.

Responsibilities

• Provide front-line and tier 2 support to end users, including interacting with network services, physical devices, software systems, and asset management to restore service and/or identify core problems.
• Resolve technical problems and answer queries by telephone or service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Perform installation, repair, and preventative maintenance of workstations and related software and/or hardware.
• Troubleshoot software and hardware failures and apply domain-specific knowledge to return equipment to operational status within agreed-upon Service Level Agreement parameters.
• Diagnose, identify, isolate, and analyze software and hardware incidents and problems using historical database records and return equipment to operational status within agreed-upon Service Level Agreement parameters.
• Interact daily with supervisors, colleagues, and customers to manage workflow in a timely and professional manner.
• Operate on-site Monday through Friday during normal business hours and occasionally support during weekends to support readiness requirements.
• Routinely route calls and/or support tickets to colleagues, command IT support specialists, Tier 3 support, partner vendors, application administrators, or other system support specialists.
• Alert management to recurring problems and patterns of problems.
• Document, upgrade, and replace hardware and software systems.
• Maintain user network account information including administration rights, security, and system groups.
• Implement fixes and patches through various means such as registry edits, patch installation, Active Directory Security Policy configuration, and various application testing.
• Install, troubleshoot, repair, operate, and maintain computers, workstations, laptops, thin clients, mobile devices, printers, scanners, and other equipment within the scope of this task.

Requirements

• Associate's degree and 3+ years of experience OR High School Diploma and 5+ years of experience.
• Extensive experience with troubleshooting Microsoft OS (Windows 11), Active Directory, Microsoft Office suite via touch labor and remotely.
• Ability to work in a dynamic environment and non-standard hours when needed, mission-focused.
• DoD 8570 IAT-II certification is required and satisfied by holding CompTIA Security+ certification and maintaining certification through the CompTIA Security+ CE program.
• Active DoD Secret Clearance is required to be considered for this opportunity.