Field Support Technician

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.

You will be part of the Service Desk team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user base which spans the globe in support of the US and its interests abroad.  In this role you interact with end-users to support, resolve, track, and manage technical problems within ServiceNow.

Shift is TBD.  Position is 100% remote.  

Responsibilities:

• Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.

• Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.

• Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.

• Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact.

• Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.

• Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.

• Uses ITSM and ServiceNow ticket processes to document actions taken.