Technical Help Desk - Military veterans preferred

2021-07-14
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Salt Lake City
Utah
84116
United States

Description

SAIC is hiring a Technical Help Desk for a key role supporting a Federal Government client.

Note: This role offers temporary work from home/ remote/ virtual work at home due to COVID-19.  Eventually the work will go back on site in Salt Lake City,UT.

Note: This role requires that the person be flexible to work rotating-shifts in 24x7x365 call center environment. 

Rotating Shift

Rotating-shiftwork is required, with additional pay for 2nd and 3rd shift.  Weekends and Holiday possible based on client needs. MUST BE ABLE TO WORK a 8 HR shift within the 1st/2nd/3rd shift options, and the shift options vary.

Job Duties

  • Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
  • Applies basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
  • Diagnose, identify, isolate, and analyze problems utilizing historical database records.
  • Route calls to product line specialists, application, or system support specialists.
  • Maintain and updates records and tracking databases.
  • Escalates complex problems to higher level of expertise within organization.
  • Documents all customer interactions within a ticketing system.
  • Alert management to recurring problems and patterns of problems.
  • Provide exceptional customer service.
  • Provide customer support through various contact methods such as phone, chat, email.
  • Respond to customer support requests in a fast, efficient and friendly manner.
  • Accurately and thoroughly document customer requests.
  • Resolve customer incidents and requests if able or assign to higher tiers as required.
  • Act as a single point of contact for existing incident and requests.
  • Provide customers with a reference number for their incident/request.
  • Identify process and procedures which need to be corrected or added to.

Qualifications

Required Education and Experience

  • High School and two (2) years of related experience with relevant certification; OR Associate’s Degree in Computer Networking/Engineering or related field and one year related experience
  • Able to work rotating shifts.
  • Ability to obtain a CompTIA A+ CE, Network+ CE, or Security+ CE certification after start date.
  • US Citizen with the ability to obtain a DOD Secret clearance.  Able to start once Interim Secret is granted.
  • 2+ years’ experience in an IT support role.
  • Experience with HEAT, TrackIT, Magic, Remedy, Peregrine, or other Ticketing systems.
  • Knowledge of basic networking concepts and protocols
  • Customer Service orientated
  • Ability to work well with all teammates in a fast-paced SLA driven environment.
  • Proven hardware/software troubleshooting experience.
  • Able to solve technical issues via telephone, email, and chat.
  • Demonstrated commitment and ability to provide excellent customer service.
  • Excellent Interpersonal, written, and oral communication skills

Desired Experience

  • Understanding of IT concepts/practices and experience with common service desk software.
  • Proven ability to think and troubleshoot logically and act decisively in critical situations.
  • Experience supporting Microsoft Office and Windows OS in an enterprise environment.
  • Experience with account administration and password resets in a Microsoft Active Directory Environment.