Help Desk Support Technician



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.

SAIC® is a premier Fortune 500® 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, civilian and intelligence 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.