Overview
On Site
Full Time
Skills
Science
Field Operations
Customer Support
Computer Hardware
Break/Fix
HP
Field Service
Customer Satisfaction
Service Delivery
Collaboration
Tier 1
Tier 2
Tier 3
Security Clearance
DoD
Microsoft Office
Help Desk
Remote Support
Analytical Skill
Problem Solving
Conflict Resolution
Decision-making
Communication
Microsoft
Management
Service Desk
ITIL
ServiceNow
IT Service Management
Network
Cisco
Mobile Communications
Videoconferencing
Information Technology
Systems Engineering
FOCUS
Job Details
Job ID: 2508333
Location: AUSTIN, TX, US
Date Posted: 2025-08-06
Category: Engineering and Sciences
Subcategory: Field Engineer
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Description
SAIC is actively seeking a Helpdesk Support Technician to provide on-site technical guidance to users or customers including troubleshooting and solving issues with end-user devices and desktop applications. They will support field operations including staff and customer support, incident resolution, and other support tasks in Austin, TX.
Responsibilities:
Qualifications
Education Requirements:
Security Clearance:
Certification:
Required Experience:
Desired Experience:
Location: AUSTIN, TX, US
Date Posted: 2025-08-06
Category: Engineering and Sciences
Subcategory: Field Engineer
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Description
SAIC is actively seeking a Helpdesk Support Technician to provide on-site technical guidance to users or customers including troubleshooting and solving issues with end-user devices and desktop applications. They will support field operations including staff and customer support, incident resolution, and other support tasks in Austin, TX.
Responsibilities:
- Respond to technical service hardware requests and break/fix incidents
- Support Microsoft, HP and other notebook, desktops, and monitors
- Resolve end user questions or problems in the areas of functionality and technical troubleshooting.
- Take responsibility for additional follow-up as required to ensure service is fully restored.
- Ensures that the day to day field services operations meet SLAs and documents interactions and feedback.
- Ensure a high level of customer satisfaction throughout the service delivery transaction
- Follows procedures to ensure effective support coordination between IT Service Desk (Tier 1), Tier 2, and Tier 3 resources
Qualifications
Education Requirements:
- Bachelors degree and zero (0) years of experience; four (4) years of experience is accepted in lieu of a degree.
Security Clearance:
- Must have the ability to obtain an Interim Secret Security Clearance to begin employment; must be able to obtain a Secret Security Clearance to maintain employment.
Certification:
- DoD Approved 8140/8570 Baseline Certification for IAT Level I
- The ability to obtain Microsoft 365 Certified: Fundamental Certification (MS-900) within 60 days of hire.
Required Experience:
- Prior Helpdesk, Desktop Support
- Possess proficient analytical, problem solving and decision making skills
- Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
- Excellent oral and written skills, with an ability to understand and predict customer behavior and response to communication
Desired Experience:
- Microsoft Intune Endpoint Management Services
- Help/Service Desk experience and ITIL v3/v4 (or equivalent), or HDI Support Center Analyst
- Knowledge of ServiceNow or equivalent platforms for IT Service Management and Delivery
- Network environments and equipment such as Cisco or equivalent technologies
- Mobile communications and Video-Teleconferencing
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.