We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support at our Buffalo, NY location. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA, 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.

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.

Job ID

2615009

Security Clearance

Public Trust

About SAIC

SAIC is a premier Fortune 500® technology integrator driving our nation's digital transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, IT modernization, and mission solutions.

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