Service Desk Agent II - Military veterans preferred

2022-08-03
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Remote Work
Georgia
30339
United States

Description

 SAIC is seeking a Help Desk Technician to support a large Federal Government client. This role offers temporary remote work due to COVID-19.  Eventually the work will go back on site in Augusta, GA.

Rotating Shift

The candidate must be flexible to work rotating-shifts in a 24x7x365 call center environment. 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 an 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.
  • Support desktops, laptops, mobile devices, printers, scanners, and other hardware
  • 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 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
  • 2+ years’ experience in an IT support role
  • Able to work rotating shifts.
  • Ability to obtain a CompTIA Security+ CE certification within 90 days of hire date.
  • US Citizen with the ability to obtain a DOD Secret clearance.  Able to start once Interim Secret is granted.
  • Experience with ServiceNow, 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.

Target salary range: $25,001 - $50,000. 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.