Description
Description
SAIC is seeking a Field Engineer
Responsibilities:
Provides Tier 2 “touch labor” Field Services support to fulfill service requests and resolve incidents acting as the local face of the Service Desk. This includes projects, Installs-Moves-Adds-Changes (IMAC), coordinating hardware break/fix, sparing of desktop and infrastructure, validating configuration items, updating the configuration management database, and Knowledge Base articles. Accountable for successful Incident/Problem Management and Service Request Management enablement and resolution. Ensures that the day to day field services operations meet SLAs and issues are proactively addressed.
Responsible for supporting field operations including staff and customer support, incident resolution, and other support tasks; provide technical coaching and training as things evolve in the environment; provide customer support in the field to include local desktop staff and other infrastructure support staff; ensure timely, accurate and complete assistance to users in the areas of PC support, desktop applications, printers and print services, tablets and mobility devices according to set Service Level Agreements (SLA)s and IT procedures; monitor operations and escalations of service requests to various Tier 3 support teams, application development, business units, and Program/Project Management Office (PMO) when appropriate (or required); function as a primary representative of the end-user community and represents its views and changing needs; implement applicable industry best practice support model; oversee desktop support problem resolutions to identify trends or problem support areas and ensure that support procedures are being followed; follows procedures to ensure effective support coordination between IT Service Desk (Tier 1), Tier 2, and Tier 3 resources; responsible for the development and delivery of ITIL-based service reporting and trending for management covering all processes, especially availability, reliability and incident management.
Qualifications
Required Education and Experience:
- Bachelors and two (2) years or more experience; four (4) years of experience are accepted in lieu of a degree.
Required Certifications:
- Possess IAT Level I Baseline Certification in accordance with DoD 8140 qualification requirements (previously known as 8570).
- Ability to obtain MS-900 Microsoft 365 Fundamentals Certification within 60 days of hire
Required Skills:
- Understanding of network infrastructure concepts, computer operating systems and familiarity with Microsoft products
- Proficient relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
- Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
- Possess proficient analytical, problem solving and decision making skills
- Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns
Desired Skills:
- Help/Service Desk experience and ITIL v3/v4 (or equivalent), or HDI Support Center Analyst
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Knowledge of ServiceNow or equivalent platforms for IT Service Management and Delivery
- CompTIA Security+ CE
- Network environments and equipment such as Cisco or equivalent technologies
- Mobile communications and Video-Teleconferencing
Required Clearance:
- Must be able to obtain an Interim Secret Clearance to begin employment; must be able to obtain a Secret Clearance to maintain employment.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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