**Description** SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Department of Transportation. 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. This is a fully onsite position at the US Dept of Transportation Volpe Center in Cambridge. **JOB ROLE SPECIFIC REQUIREMENTS:** + Proficient prioritizing project tasks and troubleshooting complex and advanced end-user issues. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Willing and able to coach junior and mid-level engineers with complex incidents. **TOP QUALIFICATIONS, SKILLS, EXPERIENCE OR CERTIFICATIONS:** + Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking. + Multi-tasking, prioritization, and time management - Ability to pivot and act in a timely manner. + Technical Aptitude – Capable of handling a multitude of technical issues. + Excellent written and verbal communication - Ability to accurately diagnose, document and explicate an issue. + Patience & Flexibility. + Microsoft or other industry related professional certifications are preferred. + Essential job functions must include strong analytical and troubleshooting skills. + Stay current with existing and emerging technologies, changes and updates. **Qualifications** **JOB REQUIREMENTS:** Essential job functions must include strong analytical and troubleshooting skills. The ability to work in a team environment, provide solutions, diagnose and resolve problems. Perform research as necessary to answer questions and resolve issues. Stay current with existing and emerging technologies, changes and updates. Must have a thorough understanding of Windows systems, applications, and be able to support the following in addition to the above skills: + 7+ years of relevant IT experience demonstrated continuous technical career growth, in Microsoft environments. + 7+ years of relevant Desktop support experience, responding to incoming calls, email messages, and walk-up customers. + Perform day-to-day responsibilities utilizing ServiceNow. + Prioritize and evaluate a variety of technical issues. + Ensure proper recording, documentation, and closure of tickets. + Triage, resolve, and escalate issues to appropriate teams. + Provide installation, configuration, and break-fix for laptops, desktops, and peripherals. + Field phone calls or chats throughout the day from internal employees. + Bachelor’s Degree in a related field but can be replaced by 7 years of related experience. + Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust. **PROFICIENCY WITH:** + Microsoft Windows 11 Operating Systems, Microsoft O365/M365. + Microsoft Active Directory Users and Computers. + Cisco Remote VPN Access. + Microsoft file and print services. + Apple Mobile Systems. + DELL hardware. **ATTRIBUTES:** + Team Player, willing to share knowledge and pitch in wherever needed. + Multi-tasking, Prioritization, and Time Management - Ability to pivot and act in a timely manner. + Technical Aptitude – capable of handling a multitude of technical issues. + Excellent written and verbal communication - Ability to accurately convey an issue. + Patience and flexibility. 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: 2511856 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