Service Desk L1 / Security+
- Military veterans preferred
2020-05-02 SAIC (www.saic.com)
Salt Lake City Utah 84116 United States
Active Interim Top Secret Clearance Required
We are currently seeking a motivated, career and customer oriented associates to join our team to begin an exciting and challenging career with SAIC.
The individual will be responsible for:
Providing the first-line of telephone, web, chat, and email technical support of hardware, systems, sub-systems and/or applications for customers.
Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products.
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
Escalates complex problems to higher level of expertise within organization.
The Level 1 Service Desk Agents (various shifts) will be required to support our clients and the contractual service level in the achievement of prompt response, high level customer service and technical first contact support.
They will be required to clearly articulate customer requirements and interface with a variety of SAIC second level teams and third party service providers.
The Level 1 Agent will support all calls, chats, emails, or web submissions to the Service Desk that can be varied and complex requiring a wide range of technical knowledge and interpersonal skills to assist, diagnose and or resolve.
The Level 1 agent will also be required to assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
Security+ or one of the following IAT-Level II Certifications: CCNA Security, CySA+, GICSP, GSEC, SSCP
U.S. Citizenship required
Clearance: Must currently possess: An Active Interim Top Secret Clearance
High School Diplomas and preference for 1 year of IT Service Desk experience 1st Level telephone contact support
Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service
Ability to resolve problems with or without remote tools
Excellent Customer Service skills
Consistently achieve First Contact Resolution performance metric
Accurately document calls and cases
Aware of customer's time restraints and work within those time limits
Keep customer aware of resolution steps if ticket needs to be dispatched
Provide clients with problem reference numbers and request numbers
Enter all troubleshooting/resolution steps into the trouble ticket
Understanding of SLA requirements for the client
Assist in cross training and communicate quick fixes
Manage time and workload to meet predetermined service levels
Help Desk Institute - Service Center Analyst (HDI-SCA)
Working knowledge of data and voice network concepts