**Description** We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our **Parsippany, NJ** and **Washington DC** area locations. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA users at both sites, 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. **Qualifications** **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. Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. REQNUMBER: 2512550 SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability