Field Service Technician

Job Overview:

SAIC is seeking a Field Service Technician to support the Defense Counterintelligence and Security Agency (DCSA) under the One IT program. The role will focus on supporting customer service requests and IT service delivery for mission-critical applications and infrastructure. The technician will provide on-site and remote support to DCSA end-users, contributing to the modernization and enhancement of the agency’s IT environment to meet DoD policies and best practices.

Key Responsibilities:

• IT Support and Service Delivery: Provide on-site and remote technical support for DCSA users, handling a variety of devices, including laptops, tablets, workstations, mobile devices, VOIP devices, monitors, printers, and more.
• Customer Service & Issue Resolution: Part of a support call center, assisting users with IT-related issues. Handle service requests beyond first call resolution and ensure minimal disruption to end users.
• Technical Support & Coordination: Work with desk-side support and service desk teams to resolve IT issues and outages. Ensure timely closure of service requests.
• Service Catalog & Change Management: Maintain the IT Service Catalog, ensuring services are up to date. Assist in managing and executing change management processes for smoother transition migrations.
• Classroom Support & IT Setup: Provide support for classroom IT infrastructure, ensuring devices (laptops, monitors, network setup) are available and functional. Work with course managers to ensure classrooms are equipped and prepared for full capacity usage.
• Incident Resolution & Knowledge Management: Update and maintain a knowledge base for troubleshooting incidents. Ensure devices like laptops and PCs meet performance and security standards, including prompt patching and updates.
• Continuous Process Improvement: Monitor customer satisfaction metrics, provide reports, and assist in process improvement initiatives.

Required Qualifications:

• Education:
  • Associate’s degree in a related field and 6+ years of relevant experience. Alternatively, 8+ years of related experience without a degree.
• Clearance:
  • Top Secret clearance required.
• Certifications:
  • IAT-II Certification in one of the following:
    • CCNA-Security
    • CySA+
    • GICSP
    • GSEC
    • Security+ CE
    • CND
    • SSCP

Desired Qualifications:

• TS/SCI Clearance (Preferred).

Target Salary Range:

$80,001 - $120,000 (Depending on experience and qualifications)

Additional Information:

Application Process:
SAIC accepts applications on an ongoing basis with no specific deadline.

COVID-19 Policy:
SAIC does not require COVID-19 vaccinations or boosters. However, employees must adhere to customer site-specific requirements when applicable.