Service Desk Technician II - Military veterans preferred



  full-time   employee

United States


The Service Desk Technician Level I will provide support to a 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 assist with midlevel technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.

This role will include, but will not be limited to the following responsibilities: 
- Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues
- Offer first line of customer support, and provide information that may be found in Knowledgebase and/or manuals
- Cooperating and supporting colleagues and interacting with other support groups
- Analyzing information and evaluating results to choose the best solution to solve issues
- Observing, receiving, and otherwise obtaining information from any relevant source
- Resolve technical issues within the policies and guidelines provided
- Follow the knowledge base and priority matrix for issue resolution
- 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
- Password recovery/reset


Associate Degree or equivalent experience 
- 2 years of IT Support experience, preferably in a Help Desk or Call Center environment

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.