Field Technician IV

Job ID: 2206354

Location: BELLEVUE , NE , US

Date Posted: 2022-04-26

Category: Engineering and Sciences

Subcategory: Field Technician

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Secret

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: No

Description

Job Description:

• Resolve the required goal of 125 tickets monthly
• Milestones are a minimum of 32 tickets weekly (approximately 7 per day)
• Utilize Knowledge Base articles, Tactics, Techniques and Procedures (TTP), Standard Operating Procedures to resolve end users issues
• Installing software verify that it has a certificate to operate/certificate of net-worthiness
• Update all newly assigned tickets immediately from OPEN to ACKNOWLEDGED status
• Know and apply 3-2-5 process (see training documentation)
• Keep all tickets up to date. Changing status as needed
• Keep managers informed of any appointments and/or duty time off.
  • VPN (work from home) is acceptable on a case-by-case basis only [coordinate approval prior with appropriate RM, Asst. Dep. Director, Deputy Director; (i.e. during inclement weather, facility maintenance (power/electric)
• Check and respond to email (Outlook, SAIC and/or company specific) regularly throughout the work day
• Log into Microsoft Lync Communicator daily (when you have access) show status
• Communicate with your RM regularly throughout the work day
• Complete required training and obtain/maintain CompTIA Security /ITIL v3 Foundation Certification (within 60 days of start date)
• You may be assigned to a team with a team leader who will assist with directing team assignments (assigning tickets, and providing technical guidance and/or training at discretion of RM)

Alternate Schedule / Weekend Work:

• Each Region will, at a minimum, employ one (1) Technician every weekend for support. During this period the Technician will perform Tier 1 duties.
  • During small BAWs; the Technician will support Tier II requirements, unless support is required for T1.
• Weekend work hours are the same as the technicians regular scheduled weekly work hours
• Communication standards are consistent throughout
• Tier 2 technicians will login to the Phone Web Client during the weekend and monitor call volume and assist when needed.

Qualifications

• AA Degree in related discipline and six (6) years related experience; OR, High School and eight (8) years related experience with relevant certification.
• Prior IT Helpdesk / Desktop Support / Field Technician experience

• Must be a US Citizen and currently possess a Secret security clearance.

• CompTIA Security preferred prior to start date or must be able to obtain within 60 days from date of hire.
• Must obtain ITIL v4 Foundation certification within 60 days of start date
  
  

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability