Help Desk Support Technician

Description



We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support at our Buffalo, NY location. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA, 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: 2615009

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