Executive Support Technician

SAIC is proud to partner with the Federal Deposit Insurance Corporation (FDIC) under the Information Security Services (ISS) contract, delivering innovative solutions to strengthen and safeguard the nation's banking system. We are seeking an Executive Desktop Support Technicians to provide exceptional IT services to our clients, with a focus on executive-level customer service and support. As part of this role, you will address technical issues both onsite and remotely, ensuring system performance and reliability. Your work will contribute to maintaining operational excellence for the FDIC's executive leadership and priority stakeholders.

Primary Responsibilities:

• Deliver Client Services and Executive Support for both onsite and remote users, ensuring efficient and timely resolution of reported issues.
• Provide after-hours and as-needed availability per client volume trends to ensure uninterrupted support.
• Troubleshoot and resolve incidents: Triage and address technical issues in a professional and timely manner, adhering to established procedures and service level agreements (SLAs).
• Maintain clear and professional communication via tools such as ServiceNow, email, or phone to document issue resolutions and provide updates to clients.
• Escalate recurring incidents and service gaps to initiate Problem records, ensuring trends are addressed and resolved effectively.
• Keep asset management systems up-to-date by recording device assignments, usage status, and real-time updates.
• Collaborate with clients, peers, and leadership to ensure prompt, accurate information sharing and issue resolution.
• Document troubleshooting actions and solutions in the IT Management System (IMS) to maintain operational visibility and efficiency.
• Support critical platforms and tools, including Microsoft Intune, Active Directory, and VPN technologies.
• Provide support for mobile devices, including iPhones, iPads, and wireless troubleshooting.

Qualifications & Requirements:

• Associates degree and 6 years of related experience. Additional experience may be considered in lieu of a degree.
• A minimum of four years of deskside support experience; at least one year of Executive VIP support experience is preferred.

Technical Skills and Expertise:

• Proficient troubleshooting of Microsoft Windows 11.
• Experience with the installation and configuration of new hardware and software in a Windows enterprise environment.
• Knowledge of smart cards/PIV cards, including setup and troubleshooting.
• Strong understanding and hands-on experience with Microsoft Office 365, VPN technologies, and Active Directory management.
• Familiarity with Microsoft Intune and remote support tools.
• Mobile device support expertise, including iPhones, iPads, and wireless troubleshooting.

Soft Skills:

• Exceptional customer service skills, with the ability to communicate effectively and professionally with clients and other teams.
• Strong verbal and written communication abilities, with a focus on clear documentation and collaboration.
• A proactive, problem-solving mindset with a keen attention to detail and the ability to work under

Other Job Details:

• Position will be 100% on-site in Washington, D.C.
• Hours may be within shift hours of 6:00 a.m. to 8:00 p.m.
• U.S. Citizenship is required
• Must be able to obtain and maintain a Public Trust clearance