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About the Role

Provide on-site and remote technical assistance for escalated Tier 2 issues, ensuring efficient operation of hardware, software, and peripheral devices. Serve as the primary escalation point for advanced troubleshooting and ensure seamless end-user support.

Responsibilities

• 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.

Requirements

• Possess a Public Trust clearance.

Skills

• 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.

Location

• Buffalo, NY

Work Type

• On-site
• Remote

About the Company

• SAIC is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world.
• Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services.
• We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
• We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities.
• Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion.

Equal Opportunity

• SAIC is an Equal Opportunity Employer.