Help Desk Support Technician Job Listing at SAIC in Parsippany Troy Hills, NJ (Job ID 2610020)

Description

Description

SAIC is seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our Parsippany, NJ location. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA users at both sites, ensuring efficient operation of hardware, software, and peripheral devices. The ideal candidate would possess a Public Trust clearance and would serve as the primary escalation point for advanced troubleshooting and ensure seamless end-user support. 

 

Core Competencies 

• Technical Knowledge – Solid grasp of OS, hardware, enterprise apps, and networking basics.

• Troubleshooting – Diagnose, escalate, and resolve advanced technical issues.

• Customer Service – Communicate clearly and professionally with end users. 

• Sense of Urgency – Prioritize critical issues, meet SLAs.

• Documentation – Write clear ticket journal notes and closure details for transparency. 

• SOP Adherence – Consistently follow standardized procedures for ticket handling. 

• Collaboration – Work effectively with Tier 1, peers, and escalation teams. 

• Adaptability – Adjust quickly to new technologies and shifting priorities. 

• Attention to Detail – Ensure accuracy and completeness in tickets, notes, and resolutions. 

Key Responsibilities & Essential Duties 

• Resolve escalated tickets for hardware, software, and network issues. 

• Install, configure, and maintain desktops, laptops, printers, and peripherals. 

• Support enterprise applications and user account access. 

• Assist with upgrades, patching, and rollouts. 

• Write clear and complete ticket journal notes and closure comments. 

• Follow standardized SOPs for ticket triage, escalation, and resolution. 

• Maintain and update knowledge base articles for repeatable fixes. 

• Collaborate with system admins, network, and application teams for escalations. 

• Deliver excellent customer service while ensuring timely issue resolution.

Qualifications

Required: 

• Associate's degree or higher in IT, Computer Science, or related field, or equivalent experience. 

• Advanced understanding of enterprise systems, networks, and applications.

• 2–4 years of experience in technical support or IT operations. 

• Excellent written and verbal communication skills. 

 Preferred: 

• CompTIA A+, or other relevant certifications.

• Experience with ITSM tools, ticketing systems, and enterprise applications. 

• Familiarity with multiple platforms (Windows, MacOS, Linux.) 

• Ability to analyze recurring issues and recommend process improvements. 

Required Clearances/ Certifications 

• Authorized to work in the U.S. 

• Must be able to acquire Public Trust Clearance. 

Work Environment / Location Expectations 

• Primarily onsite with possible hybrid options depending on business needs. 

• Standard office environment with occasional lifting of IT equipment (up to 25 lbs.) 

• Minimal travel required.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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