Field Technician III
- Military veterans preferred
2020-06-19 SAIC (www.saic.com)
Fort Polk Louisiana 71459 United States
SAIC has an excellent opportunity for a Field Support Technician III to facilitate modernization of Army IT delivery at Fort Polk, Louisiana.
Candidates will be a key part of a team of IT professionals who provide direct, desk-side hardware and software support for users at the Fort Polk Army Installation.
This work provides the opportunity to learn and work with a variety of modern equipment and systems in a dynamic, customer focused environment.
Duties include diagnosing and resolving user reported issues including desktops, laptops, network connectivity, Windows OS issues and much more.
In this role, candidates may also be assigned special projects to improve the end user experience, including researching new technologies and being a part of the design and continual service improvement efforts. Candidates can become change agents by capturing direct user stories and operations concepts and then developing and fielding solutions that directly enhance the end user experience.
The candidate will work with the Army customers, users, and commercial partners to diagnose and resolve issues to resolution or service restoration.
Applicant will provide on-site touch labor tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues.
Excellent interpersonal and communication skills, both oral and written are required for customer interactions.
Strong initiative, teamwork and problem solving skills are also required.
Interfaces with customers to handle service inquiries and problems to include performing customer support activities involving the installation, modification, and repair of desktop PC, telephone, and peripheral equipment and systems.
Conducts on-site installation and testing of equipment to ensure proper working order.
Isolates equipment start-up malfunctions and takes corrective action.
May make technical presentations and has a strong knowledge of products.
Trains customer personnel in equipment operation and established support processes.
Represents the company in a customer support role and is responsible for customer's satisfaction with equipment and servicing.
Responds to service calls and dispatch requests to troubleshoot and resolve reported problems.
Use remote control tools to assist end users when needed
Build and configure PCs and laptops for deployment to users
Loading and configuring end user device software
Create and/or update tickets with details of worked performed to restore service or satisfy customer request in ticket tracking system
Act as Tier II agent when additional subject matter expertise is required, performing analysis and actions at the direction of higher Tiered support agents, as required
Work with the customer, users, and other supporting engineers to effectively analyze user requirements, user stories, and operations concepts and apply IT solutions to identified issues
Act as a technical resource to others to resolve problems, errors, or other related issues
Anticipate customer needs and proactively identifies solutions
Provide feedback and insight to enable development of user training guides and videos
EDUCATION AND EXPERIENCE:
Associate’s Degree in related discipline and three (3) years related experience; Or High School diploma and five (5) years equivalent experience performing in a technical support role
Prior Help Desk Support / Desktop Support experience
Windows 10 experience
The ability to work independently with minimal supervision and professionally represent the program
Highly motivated individual willing to learn and apply new concepts, tools, and software
Good verbal and written communication skills, especially with other organizations
Good problem solving and troubleshooting skills
Ability to work effectively in a team setting
Must be a US Citizen and have the ability to obtain a Secret Security clearance
DoD IAT Level II (CompTIA Sec+) prior to start date
Prior experience leading a team
Experience with cisco VOIP products
A+, or other technical certification
Customer friendly attitude is a must
Ability to work independently, or as part of a team