Location: all cities,AK, USA
Job Description: SaiTech is seeking a Mac and Windows Desktop support specialist with customer facing experience to join our team as a Systems Support Specialist supporting the NASA End-user Services & Technologies (NEST) Contract for NASA Exploration Systems Development Mission Directorate (ESDMD), Washington, D.C. In this role you will work under general supervision. And work directly in support of senior ESDMD and other officials in charge. This position requires a results-oriented individual with strong written, verbal and presentation skills and the ability to maintain an adequate Level of Confidence in NAMS so that she/he can be granted with administrative rights to NEST and/or Government Furnished Equipment (GFE) devices, and remote administrative capabilities to assist ESDMD users through on-site or remote instances. Primary Responsibilities: The Contractor shall provide one-full time dedicated IT end-user support technician for the NASA ESDMD at HQ. The dedicated IT end-user support technician shall provide enhanced system administration, desktop support, mobile device support primarily to ESDMD employees and customers, located both on-site and offsite, as directed by the ESDMD IT Management team and with other ESDMD staff supported as workload permits. The dedicated IT end-user support technician shall do the followings, but not limited to:Support new seats (laptop, tablet, mobile devices), refresh, and loaner ordering, deployment & unsub processes and ensure any reported issues are addressed or escalated to the ESDMD IT Management team. Facilitate IT service requests from the customer and either executing or routing those requests to completion. Responding to all requests to resolve break/fix issues for supported IT equipment and software. Support seat move process as needed for ESDMD. Work with HQ Software Library Team for installation and uninstallation of software purchased directly by ESDMD. Ensure all ESDMD purchased or leased hardware (E.G. printers, projectors, monitors, headsets, card readers, external hard drives, etc.) operate properly during normal working hours. Support ESDMD IT Management with IT peripherals purchase by providing advice on item selection. Participate in the ESDMD IT initiatives, if requested by ESDMD IT Management team. Report any specific recurrent issues to the ESDMD IT Management team, along with suggested mitigations. Assist with coordination and planning of IT for international travel for HQ ESDMD personnel. Stay informed of service changes, device inventory, known issues tracked across the Agency and provide monthly status and recommendations to ESDMD. Participate in the HQ IT Customer Forum and communicate regularly with the JSC OCIO CRM assigned to ESDMD. At the direction of the HQ/GSFC CISO, the Agency SOC or CSPD HQ Incident Response Team (IRT), the dedicated IT end-user support technician shall notify the ESDMD IT Management team and assist in the patching or removal of non-NEST software or hardware with known vulnerabilities. The dedicated IT end-user support technician shall provide on-site support at least four business days per week (i.e., Monday to Thursday). The daily core support hours are 9AM EST to 3PM EST, Monday thru Friday. After-hour support may be required and will be coordinated with the technician and the on-site NEST manager. Minimum Qualifications: High School diploma. Working understanding of an operating system (Mac and Windows based systems) including operating system commands/utilities Knowledge of NASA desktop software suite and above-core software. Working understanding of federal systems and cybersecurity regulations or knowledge of the NASA applications (e.g., NAMS, IdMAX, etc.) Familiarity with federal networks or knowledge of the HQ Center and Agency network and its operations. Knowledge of the agency/enterprise IT architecture and IT initiatives. Ability to solve problems independently. Professional communication skill - writing and verbal. Preferred Qualifications: ITIL 4 Foundations certification desired Expert level understanding and experience with operating systems (Macs and Windows systems) Possess detailed knowledge of computing on the Apple and Windows platforms Highly skilled with operating system commands/utilities Desired Certs / Training: Microsoft certification for Windows desktop or server administration CompTIA Security certification Summary: SaiTech, Inc. is an equal opportunity and affirmative action employer. SaiTech is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.