Service Desk Agent II
- Military veterans preferred
2022-09-03 SAIC (www.saic.com)
Remote Work Florida 32826 United States
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.
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.
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.
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.