Service Desk Technician - Military veterans preferred

2021-06-05
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Mesa
Arizona
United States

Description

The Service Desk Technician will provide support to an important government customer in Chandler, Arizona. Service Desk Technicians are to strive to high rate of first call resolution but are also expected to follow proven processes with routing tickets to the appropriate support groups whenever possible. The Service Desk provides 24x7x365 support to 30,000+ users and all technicians must have the ability to multitask in a fast-paced environment, possess the knowledge and expertise to resolve customer issues efficiently and accurately. This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to manage escalated issues from less experienced Service Desk staff. The SD Technician Level III will escalate to other Engineering groups and/or initiate bridge calls in order to research and implement fixes or workarounds to mitigate user and business impact. The Service Desk Technician will be handling special tasks that require training, experience, and in-depth technical knowledge.

This role will include, but will not be limited to the following responsibilities:

  • - Interact with other Tier 3 Engineers and Management
  • - Support, assist, and mentor other Service Desk Technicians to resolve complex end-user issues
  • - Assist with managing small teams (2nd and 3rd shift or as necessary when Team Leads are unavailable)
  • - Review, update, and create new Knowledge articles for use by other technicians
  • - Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues
  • - Observe, receive, and otherwise obtain information from any relevant source
  • - Diagnose and resolve technical issues within the policies and guidelines provided, documenting all steps taken
  • - Follow the knowledge base and priority matrix for issue resolution
  • - Provide remote diagnostics and troubleshooting client workstations
  • - Respond to general inquiries and non-technical questions
  • - Providing prompt and courteous customer service
  • - Troubleshoot and resolve incidents and problems
  • - Provide website navigation assistance
  • - Provide assistance with customer escalations to the supervisor for all Service Desk Technicians 

Qualifications

Required Experience

  • - Associate Degree or equivalent experience
  • - 3 years of IT Support experience, preferably in a Help Desk or Call Center environment
  • - Demonstrated technical expertise to troubleshoot common technical incidents such as local systems set-up and local network issues
  • - Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical end-user inquiries
  • - Experience using Remote Desktop or other remote assistance applications (BOMGAR, Dameware) to troubleshoot end-user incidents.
  • - Proficient with Windows 10 operating system.
  • - Proficient with Microsoft Office 365 - 
  • - Ability to work in a 24x7x365 environment including weekends and Holidays 
  • - Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process

Preferred Experience

  • - ITIL certified - Microsoft Certified IT Professional (MCP)
  • - Experience with ServiceNow or similar ITSM
  • - Other relevant technical certifications (e.g. Cisco, Microsoft, CompTIA, etc.)