Deskside Technician Job

Deskside Technician (Job Number:437539)


- Technician relies on experience and judgment to plan and accomplish goals, correct issues, and ensure performance against program Service Level Agreements (SLAs).
- Mitigate incident and problem resolution for outages, multi-user issues, and VIP users, collaborating with the Service Desk. Support management initiatives as requested.

Dispatches to assist or directly provide desk side support to meet or exceed SLAs, including:
- Providing exceptional service and customer support for local users, during field visits or on dispatches.
- Providing desk side support to users, including laptop / mobile equipment delivery, user instructions and troubleshooting.
- Managing on- site installation, repair, maintenance and test tasks, sometimes using “remote hands” or “smart hands” techniques.
- Diagnosing complex errors or technical problems and determine proper solutions.
- Managing Incident and Request tickets in the enterprise service ticketing system through ticket lifecycle; conforming to SLA and process requirements for ticket handling.
- Asset lifecycle for laptops, desktops, smartphones, etc.
- Smart hands support for Tier 3 teams including handling servers, security devices and network equipment.
- Follow all company procedures and protocols.
- Cooperate with technical teams and share information across the organization.
- Comprehends customer requirements and makes appropriate recommendations/briefings.
- Build positive relationships with customers.
- Maintains a neat, business casual appearance suitable for working in office location.

- AA Degree in related discipline and one year related experience; OR, High School and two (2) years of related experience with relevant certification.
- Candidate must possess a US “Public Trust” clearance or be able to obtain a Public Trust clearance.
- Experience or knowledge of user-centric Windows IT support in an enterprise environment.
- Proven experience supporting mobile devices and applications, Windows 7, Windows 10 and Mac OS.
- Technical degree or certification preferred (such as A+, Network+, MCDST, MCSE, etc).
- Ability to troubleshoot, test, repair and service technical equipment.
- Valid driver’s license, ability to make it into office during the day, evening, nights, weekends, after hours when needed.
- Ability to work flexible shifts in a 24x7 environment and to adapt to changing work schedules, provide assistance on- call as necessary.
- Committed to providing excellent customer support to all of our customers.
- Ability to work in a fast-paced SLA driven environment.
- Ability to work well in a team setting.
- Interpersonal skills including the ability to collaborate effectively, self- awareness, and excellent written and oral communications.

- Experience supporting Mobile Technologies such as VPN, Citrix, VDI, etc.
- Experience working with a highly mobile workforce that relies heavily on mobile devices such as Androids and iPhones, iPads, etc.
- Experience with Active Directory, Group policies, and networking.
- ITIL® Certification
- Familiar with asset management processes and procedures.
- Experience supporting common VTC technologies.
- Familiarity with GSA environment and administrative processes.
- Working knowledge of VPN and Citrix for remote access.
- Working knowledge of images and imaging desktops and laptops.
- Experience with supporting Apple and Android mobile devices.
- Experience supporting and maintaining user account information including rights, security and systems groups.
- Experience diagnosing and troubleshooting server and network.

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAICs approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: Jun 22, 2018, 7:55:49 PM
Primary Location: United States-MO-KANSAS CITY
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time
Full time
Kansas City, MO 64101, US