Service Desk Agent II - Military veterans preferred

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 1^st/2^nd/3^rd 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.