IT Service Desk Technical Support Specialist I (Service Desk Agent) (Job Number:437759)
ISMC Multi-Client Service Desk
JOB DESCRIPTION: The SAIC ISMC Multi-Client Service Desk, located in Oak Ridge, Tennessee, currently has an opening for the position of IT Service Desk Technical Support Specialist I (Service Desk Agent). Our Service Desk is the single point of contact for all Information Technology issues and requests from ISMC employees and contractors, and supports corporate users at every skill level and background via telephone, email, and direct ticket submission. In addition we support off hours coverage of multiple ISMC customers, ensuring 24 by 7 support can be offered.
Candidates must be flexible to work any 10-hour shift within our hours of operation, 24 hours a day, 7 days a week, with emphasis on overnights, weekends, and holidays. This position has four-day, 40-hour work week. We are seeking candidates who live in or around the Oak Ridge area in East Tennessee. Teleworking capability is also required, to assure coverage in cases of inclement weather.
TYPICAL EDUCATION: High school diploma or GED required, and at least one year call center or help desk experience or equivalent technical ability.
CERTIFICATIONS: In addition to the qualifications listed, an Associate’s degree in IT-related field and 1-2 years of help desk experience supporting personal computer hardware and software is preferred.
REQUIRED SKILLS: Comprehensive knowledge of personal computer use and solid understanding of basic IT concepts. Proficiency using and supporting common corporate software, including various versions of Microsoft Windows, Microsoft Office 2007 and later (Word, Excel, Outlook email, etc.), networking, remote access, and antivirus software. Ability to perform first-line troubleshooting for corporate end users, including answering how-to questions, providing system and network status, and supporting a wide variety of proprietary and off-the-shelf applications and computing platforms. Must be able to communicate moderately complex technical information, ideas, and results effectively in both oral and written form. Ability to handle majority of requests without additional assistance, following established procedures and using available knowledge base, and support tools provided to follow issue through to a proper resolution. Excellent customer service and team skills. Able to multi-task and quickly adjust to different customer requirement depending on specific customer Service Desk supporting. Ability to document work you do clearly and accurately in electronic ticketing system. Perform of additional routine duties as assigned. Teleworking capability required (must have home work space, high-speed Internet, and compatible Windows computer).
DESIRED SKILLS: Microsoft Active Directory and DFS experience, Microsoft Exchange Server-based email using Outlook, Office 365 administration, scripting in Microsoft PowerShell, knowledge of help desk software and tools, mobile device support, VPN/remote connectivity support, technical writing, A+ certification or equivalent, Visual Basic scripting, Web-based application support and development.
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. SAIC has 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.
EOE AA M/F/Vet/Disability
Job Posting: Jun 27, 2018, 1:22:45 PM
Primary Location: United States-TN-OAK RIDGE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: Yes
Shift: Day Job