IT Application Support Specialist
- Military veterans preferred
2020-02-04 SAIC (www.saic.com)
Broomfield Colorado 80021 United States
SAIC has teamed with the GSA to design, develop and support the evolution of IT Service Delivery for the GSA Enterprise. GSA IT requires an Information Technology Infrastructure Library (ITIL)-based solution that has an integrated, enterprise-wide focus to deliver shared IT services in accordance with GSA IT’s governance structure and portfolio-based framework.
Provides first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.
Follows all company and department documented policies and procedures. Identifies, diagnoses isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.
Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.
May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and any troubleshooting performed. Maintains and updates records in Incident Management system.
AA degree and minimum 1 year of technical support experience in a call center environment or high school diploma/GED and 2 years of experience.