District of Columbia
We are currently seeking a motivated, career and customer service oriented Hardware Support Specialist to begin an exciting and challenging career with SAIC.
For User equipment, receives hardware Incidents escalated from IT Service Desk. Coordinates and prepares solution shipment to site. Coordinates support with External Vendors to HQ or remote sites, as needed. Performs on-site installation, including scheduling with site personnel. Develops a plan for on-the-ground hardware (and Incident Resolution) support at HQ and across all regions. Proactively manages mass replacement and decommission of laptop peripherals and hardware components reaching end-of-life. Proactively manages and supports the move of personnel and equipment including but not limited to laptops, peripherals (local/network), network devices, and hardware components in support of the CIO Modernization initiative that is being performed by another vendor. Produces a Monthly Configuration Report for laptops, software, servers, and networks. Manages the FERC Laptop Refresh cycle. Receives and inventories laptop assets, and conducts testing against all components of the FERC IT Environment interfacing with new equipment (including, but not limited to business applications, desktop image software, drivers, group policies, etc.). Assigns and deploys new laptops to the FERC IT Enterprise.
Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). Complete acquaintance with and understanding of the general and detailed aspects of the job and their practical applications to problems and situations ordinarily encountered. Supervision Received: Limited supervision. No instructions needed on routine work, and general instructions given on new lines of work or special assignments.
• Bachelor’s Degree and 10 years experience or equivalent
• Able to obtain a Public Trust