Tier I Helpdesk Analyst - Military veterans preferred

2020-02-04
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Huntsville
Alabama
35808
United States

Description

JOB DESCRIPTION:

 

SAIC is currently looking to hire a Tier 1 Helpdek Analyst to the ITSS team in Huntsville, AL.

 

RESPONSIBILITIES INCLUDE:

  • In this role you will provide initial level support for basic customer needs.  This includes phone and email requests in support of Unified Capabilities (UC) and Video Teleconferencing (VTC) scheduling.  Other support includes first call resolution of basic customer issues.
  • Professionally handles customer issues and requests.
  • Supports our customers' IT and Unified Capabilities 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.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

 

AA Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relavent certification.

 

MUST have Interim Secret clearance to start- Prefer active Secret.

 

Required Skills:

 

  • Great oral communication skills.
  • Excellent customer service skills.
  • Desired Qualifications

     

    DESIRED EXPERIENCE:

    • Experience in using service delivery support software packages such as CA, ServiceNow, or BMC Remedy.