DescriptionSAIC is hiring a Technical Help Desk for a key role supporting a Federal Government client.This is a Remote role that can be worked anywhere within the United States.Note: This role requires that the person be flexible to work shifts in 24x7x365 call center environment.MUST BE ABLE TO WORK a 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.
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 service.
Provide 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
QualificationsRequired Education and Experience
High School and two (2) years of related experience with relevant certification
Able to work rotating shifts.
Ability to obtain CompTIA A+ CE, or Network+ CE, or Security+ CE certification, within 60 days.
US Citizen with the ability to obtain a DOD Secret clearance. Able to start once Interim Secret is granted.
2+ years’ experience in an IT support role.
Experience with 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: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.SAIC accepts applications on an ongoing basis and there is no deadline.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.
REQNUMBER: 2408661SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability