Technical Support III - Military veterans preferred

2021-11-24
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Oak Ridge
Tennessee
37830
United States

Description

Job Description:

SAIC is looking for an outstanding IT candidate to join our highly skilled team based in Oak Ridge, TN. As part of the Service Desk team you will be responsible for answering queries and resolving technical issues through various channels such as telephone, email, chat and tickets submitted online. This will involve diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications utilizing your advanced technical skills, historical records, and knowledgebase documentation. You’ll support commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more, and will route tickets to other support teams which requires a clearly documented description of situation, errors, and any troubleshooting already performed. You will also be expected to contribute to knowledgebase growth and improvement and may represent the service desk in interactions with other support teams.

Shift will be assigned to ensure appropriate coverage of workload during working hours between 7am and 9pm Eastern Monday through Friday and this position will work primarily remote.

 

Required Experience/Skills:

  • Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat
  • Demonstrated commitment and ability to provide excellent customer service
  • Ability to provide support and leadership to teammates in a fast-paced SLA driven environment
  • Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively with others
  • Deep 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
  • Extensive experience supporting Microsoft Office, Windows 10, and common desktop applications
  • Experience with account administration practices and Identity Management tools, understands common related security practices
  • Must adhere to all company and department policies and procedures.
  • Must have appropriate area to work from to avoid distractions or excessive noise that could negatively impact interaction with customers

 

Qualifications

Required Education/Certifications/Clearance:

  1. One of the following: Bachelors degree in related technical discipline and 3+ years of experience performing technical support; Associates degree and 5+ years of experience; High School diploma and 7+ years of experience
  2. Must have HDI Support Center Certification or obtain within 6 months of start date
  3. Must be a US Citizen and have ability to obtain a Public Trust clearance

 

Desired Education/Skills/Experience:

  1. 7+ years of experience providing computer hardware/software support
  2. Experience providing training on technical subject matters
  3. ITIL and Microsoft Certifications
  4. Familiarity with government IT environment and administrative processes
  5. Experience working in a leadership capacity

COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.