Tier 1 Service Desk (Job Number:437383)
In this role you will provide initial level support for basic customer needs. This includes phone and email requests in support of Unified Collaboration (UC) and Video Teleconferencing (VTC) scheduling. Other support includes first call resolution of basic customer issues.
Duties and Responsibilities:
- Professionally handles customer issues and requests.
- Supports our customers' IT and Unified Communications scheduling and issues.
- Gathers the customer?s information, analyzes the symptoms and figures out the underlying problem.
- Records requests or issues in the tracking system and adds solutions to knowledge management tool.
- Handles 70-80% of requests and issues before escalating to Tier II.
TYPICAL EDUCATION AND EXPERIENCE: AA Degree in related discipline and thee years related experience; Or, High School and five years of related experience with relevant certification.
- Good oral communication skills.
- Experience in using service delivery support software packages such as CA, ServiceNow, or BMC Remedy.
- Experience providing Help Desk Support
TECHNICAL SKILL REQUIREMENTS:
- Experience working with Federal government customers in support of delivery information technology services.
- Knowledge of Microsoft Outlook/Exchange scheduling.
- Microsoft SharePoint experience.
- Security+ or ITIL certification.
- Must currently possess or be able to obtain a Secret security clearance.
SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAICs approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability
Job Posting: Jun 13, 2018, 7:27:13 PM
Primary Location: United States-AL-HUNTSVILLE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Shift: Day Job