SAIC is seeking experienced Help Desk Technicians for Tier 2 support positions in Pyeongtaek, S. Korea !
Self starters will manage open tickets and keep call resolution and customer satisfaction high and call/ticket backlogs low. The Tier 2 operates on 24/7 shifts, and all personnel will be available to work any shift. Must be able to provide trouble ticket analysis, identify trends and patterns in trouble tickets, and report or escalate as needed. Troubleshooting skills must be top notch to respond across all SD functional areas including service desk and field services across team. Experience with Track It/Skylab/SolarWinds and ability to enter and track tickets to conclusion.
DUTIES AND RESPONSIBILITIES:
Install, upgrade, support and troubleshoot printers, computer hardware, mobile devices, Chrome OS, Windows OS, and other authorized desktop applications and peripheral equipment.
Troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide direct end user assistance where required
Install, diagnose, repair, maintain, and upgrade hardware and equipment (including but not limited to PCs, laptops, printers, scanners and cell phones) to ensure optimal performance.
Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties
Responsible for monitoring, operating, managing, troubleshooting and restoring service to end user’s PCs or laptops that have authorized access to the network
Troubleshoot problems associated with network connectivity, and workstation hardware/software
Clean and repair computer hardware, such as keyboards and printers.
Familiarize and train end users on basic software, hardware and peripheral device operation
Take ownership and responsibility of queries, issues and problems (tickets) assigned
Maintain adequate knowledge of approved operating systems and application software used to provide a high level of support
EDUCATION AND EXPERIENCE:
AA Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification.
All Service Delivery Support Service Desk II personnel must be at least Information Assurance Technical (IAT) Level II-certified (or higher). Must have any one of the following certifications at a minimum IAT II:
(IAT Level II - CCNA Security, CySA+, GICSP, GSEC, Security+CE, CNS, or SSCP)
IAT Level III - CASP+CE, CCNP Security, CISA, CISSP or Associate, GCED, or GCIH)
Must have a Computing Environment certification in Windows or Linux or other customer approved certification (Some examples include MCSA, MCSE, MCSD or several others)