IT Support Specialist - Senior

  • CAMBRIDGE, MA
  • Posted 35 days ago | Updated moments ago

Overview

On Site
Full Time

Skills

Mergers and Acquisitions
Security Clearance
Tier 2
Tier 3
Asset Management
IOS Development
OS X
Software Troubleshooting
Mobile Devices
Recovery
IMAC
BMC Remedy
ServiceNow
Problem Solving
Active Directory
Microsoft Office
Bomgar
Virtual Private Network
Microsoft SCCM
VTC
Fluency
Computer Networking
Domain Management
IT Service Management
Computer Hardware
Microsoft Windows
Technical Support
Network+
SAP BASIS
Information Technology
Systems Engineering
FOCUS

Job Details

Job ID: 2500158

Location: CAMBRIDGE, MA, US

Date Posted: 2025-01-28

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: No

Description

IT Support Specialist - Senior
  • Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills.
  • Need to be able to work independently and as part of a team.
  • Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.
  • Perform repairs on Apple computer and iOS hardware and software.
  • Understanding of the MAC OS Imaging process using JAMF preferred but not required.
  • May be assigned to assist in leading small projects and team efforts.
  • Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.
  • Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.
  • Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed.
  • Escalates complex problems to upper-level deskside engineers.
  • Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.
  • Escalation point for Junior and Mid-level desk side engineers.
  • Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.
  • Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.
  • Updates status of queued service requests with the IT service management system.

Qualifications

Required Skills:
  • Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment
  • Must possess a degree. High School Diploma may be substituted with 6 additional years of related experience.
  • HDI Technical Support Professional required within six (6) months of employment
  • Certifications desirable but not required include A+, Net+, Secure+.



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

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.


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