PC/Technical Support Technician

This position is located in Decatur, GA.

SAIC has an immediate opening for a PC/Technical Support Technician. SAIC requires PC Technician to provide support for the United States Army Reserve Command (USARC) and USAR enterprise users. The PC Technician position provides support for day-to-day operations for USARC while located at Decatur, GA. The ideal candidate will provide computer technical support to maintain, analyze, troubleshoot, and restore computer and information systems to an operational status, to include personal computers, thin/zero clients, laptops, desktops, mobile devices, print devices and peripherals. The goal is to ensure data, voice, video, and communication requirements are correctly provisioned and operational to support assured communication between USARC and USARC enterprise users across multiple domains.

Job Description:

• Provide front-line and tier 2 support to end users to include interacting with network services, physical devices, software systems, and asset management to restore service and/or identify core problems. Resolves technical problems and answers queries by telephone or service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Provides on-site technical support by performing installation, repair, and preventative maintenance of workstations and related software and/or hardware. Troubleshoot software and hardware failures and apply domain specific knowledge to return equipment to operational status within agreed upon Service Level Agreement parameters.
• Diagnoses, identifies, isolates, and analyzes software and hardware incidents and problems utilizing historical database records and returns equipment to operational status within agreed upon Service Level Agreement parameters. Interact daily with supervisors, colleagues, and customers to manage workflow in timely and professional manner.
• Operational requirements dictate being onsite Monday through Friday during normal business hours and occasional support during a weekend to support readiness requirements.  May route calls and/or support ticket to colleagues, command IT support specialists, Tier 3 support, partner venders, application administrators, or other system support specialists. Alerts management to recurring problems and patterns of problems.
• Responsible for documenting, upgrading, and replacing hardware and software systems. Support and maintain user network account information including administration rights, security and system groups.
• Responsible for implementing fixes and patches through various means such as registry edits, patch installation, Active Directory Security Policy configuration and various application testing. Install, troubleshoot, repair, operate, and maintain computers, workstations, laptops, thin clients, mobile devices, printers, scanners, and any other equipment within the scope of this task.