SAIC

Field Service Lead

SAIC • $80K — $95K *
Boyers, PA 16020In-Person
Aerospace & Defense
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's Degree or 5+ years of relevant experience in lieu of a degree.
  • IAT-II certification in Security + CE, CCNA-Security, CySA+, or CND.
  • Active Top Secret security clearance required.
  • US Citizenship is mandatory.
  • Strong understanding of IT service delivery and customer support principles.

Responsibilities

  • Oversee daily duties and performance of the field service team.
  • Support customer service requests and IT service delivery for mission applications.
  • Research and apply expertise in emerging technologies and industry best practices.
  • Provide on-site technical support to DCSA end users.
  • Coordinate IT technical support resources to troubleshoot and isolate issues.
  • Resolve and close service requests beyond first contact resolution.
  • Track customer satisfaction metrics and provide ad-hoc reporting.

Benefits

  • Ongoing opportunities for application submission without a deadline.
  • Potential for professional development through exposure to emerging technologies.
  • Participation in the SAIC strategic initiatives for IT modernization.
Full Job Description
Job Description

Description

SAIC is seeking a Field Service / Help Desk Technician for an onsite position out of Boyers, PA. (This position requires a Top Secret Clearance and Sec+ Certification)

Job Description
  • The Field Services Lead will oversee the performance and daily duties of their team.
  • Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.
  • Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.Provides on-site technical support to approved seat service DCSA end users.
  • Part of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
  • In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
  • Coordinates, resolves, and closes service requests beyond first call resolution.
  • Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
  • Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
  • Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
  • Tracks customer satisfaction benchmarks and metrics.
  • Provides weekly, monthly, and customer service ad-hoc reports.
  • Executes change management to perform smoother transition migrations.
  • Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
  • Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.

    Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.

Qualifications

It is required that the Field Service Lead have the following qualifications:
  • Bachelors Degree and Five (5) or relevant years of experience in lieu of degree.
  • IAT-II certification in one of the following areas, Security + CE, CCNA-Security, CySA+, and/or CND.
  • US Citizen and Active Top Secret security clearance.

Overview

SAIC accepts applications on an ongoing basis and there is no deadline.

About SAIC

Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
Learn more about SAIC
Size
26,000 employees
Market Cap
$6 billion
Industry
Information Technology
Net Income
$206 million
Founded
1969
5 Year Trend
+10.7%
Revenue
$6.8 billion
NASDAQ
SAIC
* Ladders Estimates

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