Description
The SAIC Managed Services Multi-Client Service Desk, located in Oak Ridge, Tennessee, currently has an opening for the position of IT Service Desk Technical Support Specialist II (Service Desk Agent).
The position is open to fully remote candidates outside the Oak Ridge Tennessee area.
JOB DESCRIPTION:
The SAIC Managed Services Multi-Client Service Desk, located in Oak Ridge, Tennessee, currently has an opening for the position of IT Service Desk Technical Support Specialist I (Service Desk Agent). Our Service Desk is the single point of contact for all Information Technology issues and requests from Managed Services employees and contractors, supporting corporate users at every skill level and background via telephone, email, and direct ticket submission. In addition, we provide off hour’s coverage in support of multiple Managed Services customers, ensuring 24 by 7 support is available.
Candidates must be flexible to work any 10-hour shift within our hours of operation, 24 hours a day, 7 days a week, 365 days per year, with emphasis on overnights, weekends, and holidays. This position typically works a four-day, 40-hour work week.
Qualifications
EDUCATION AND EXPERIENCE: AA Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience.
QUALIFICATIONS AND SKILLS:
- Minimum 1 year of technical support experience in a call center environment
- Proven hardware/software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations
- Proven experience providing effective and professional communication, addressing moderately complex technical issues, ideas, and results via telephone, email, and chat
- Demonstrated commitment and ability to provide excellent customer service and ability to collaborate effectively and get along with teammates
- Proficiency using and supporting common corporate applications, browsers, networks, VPN/remote access, and antivirus software
- Interpersonal skills with excellent written and oral communications, including ability to document work performed clearly and accurately in electronic ticketing system
- Solid understanding of IT concepts/practices and comprehensive knowledge of personal computers
- Experience supporting Microsoft Office (2007 and later) and Windows 10 OS in an enterprise environment
- Experience with account administration and password resets in a Microsoft Active Directory environment
- Ability to handle majority of requests without additional assistance, following established procedures and using available knowledge base and support tools provided to follow issues through to a proper resolution
DESIRED SKILLS:
- Microsoft Active Directory and DFS experience, Powershell
- Microsoft Exchange Server-based email using Outlook, Office 365 administration
- Technical certifications such as A+, N+, MCP, MCSE, CCNA
- Technical writing
- Knowledge of help desk software and tools
- Mobile device support
- Web-based application support and development.
Target salary range: $35,001 - $45,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
