IT Support Specialist ‐ Senior

$40,001 - $40,001/Yr

SAIC - Washington, DC

Full-time - Senior

Washington, DC

Professional, Scientific, and Technical Services

About the position

The IT Support Specialist - Senior position is designed for individuals who provide Tier 2 and Tier 3 deskside end-user support, focusing on imaging, deployment, and asset management, particularly within a Windows 10 environment. This role requires strong user interaction skills, as the specialist will be expected to work both independently and collaboratively as part of a team. The responsibilities include diagnosing and troubleshooting issues related to Apple (MAC) computers and iOS hardware and software, performing necessary repairs, and understanding the MAC OS Imaging process using JAMF, although this is preferred rather than mandatory. In addition to technical skills, the role may involve leading small projects and team efforts, requiring the specialist to have a broad base of support and diagnostic knowledge across multiple IT disciplines, including computing, networking, integration, and domain administration. The specialist will also be the escalation point for junior and mid-level desk side engineers, troubleshooting complex issues that have not been resolved by less experienced staff. The position demands familiarity with IT service management systems such as Remedy and Service Now, as well as experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, and Zoom. The IT Support Specialist will be responsible for updating the status of queued service requests within the IT service management system, ensuring that problem resolution progress is documented and that service level agreements (SLAs) are met. This role is critical in maintaining the efficiency and effectiveness of IT support services, ensuring that end-users receive timely and effective assistance with their technical issues.

Responsibilities

• Provide Tier 2 and Tier 3 deskside end-user support including imaging, deployment, and asset management.
• Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software issues.
• Perform repairs on Apple computer and iOS hardware and software.
• Assist in leading small projects and team efforts as assigned.
• Conduct hardware and software diagnostics, mobile device deployment, recovery, and troubleshooting.
• Perform IMAC procedures and lifecycle refresh activities.
• Provide updates in ITSM system to document problem resolution progress and meet SLAs.
• Support Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, and Zoom.
• Escalate complex problems to upper-level deskside engineers.
• Act independently in a customer environment and engage engineers from multiple teams to troubleshoot issues.

Requirements

• Minimum of 7 years of experience providing deskside support as an IT Support Specialist.
• Strong troubleshooting skills for complex and advanced end-user issues in a diverse MS Windows environment.
• Possess a degree; a High School Diploma may be substituted with 6 additional years of related experience.
• HDI Technical Support Professional certification required within six months of employment.
• U.S. citizenship or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.

Nice-to-haves

• Understanding of the MAC OS Imaging process using JAMF.
• Familiarity with Remedy and Service Now.
• Certifications such as A+, Net+, Secure+ are desirable but not required.

Benefits

• Competitive salary range of $40,001 - $80,000 based on experience and other factors.
• Ongoing application acceptance with no deadline for submissions.
• No requirement for COVID-19 vaccinations or boosters, but customer site vaccination requirements must be followed.