Junior Computer Support Specialist at SAIC

| Washington DC
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Description

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our portfolio of offerings across the civilian, intelligence, defense, and space markets includes high-end solutions in IT, engineering, and mission solutions. We are 26,000 dedicated employees driven by mission, united by purpose, and inspired by opportunities to make a difference every day.

SAIC is also recognized as an IT leader in the intelligence and law enforcement spaces. We have an exciting opportunity with the a large law enforcement agency, with unique mission needs, located in the DC metro area. We are seeking an individual to join the team who is fully committed to the success of the program and bringing the best innovation, implementation, and attitudes to bear to the position.

This position is contingent upon award.

Duties/Responsibilities Include:
• Provide professional customer support by responding to User Assistance Calls from telephone contact, e-mail, and escalated system requests.
• Respond to customer correspondence within 4 hours
• Resolve or assist in resolving customer inquiries accurately and efficiently
• Review Tier 1 trouble tickets and resolve or reassign to appropriate tier groups in a timely manner
• Meet or exceed established closure rate (85% first call resolution) for User Assistance Calls
• Proactively seek information from team members and other tier groups to aid in finding solutions for non-routine ticket issues
• Provide assistance to users by extracting data through standard or ad hoc reporting means and assisting users in creating and modifying their custom reports.
• Follow Tier 1 processes, procedures, and best practices as outlined in the contract
• Provide input and updates to the Standard Operating Procedure (SOP)
• Distribute User Notification e-mail when events impact the user community
• Execute provided Post Verification Testing (PVT) checklists on a monthly basis
• Recommends systems modifications to reduce user problems
• Interact with host data center, via either telephone or email to restore service and/or identify and correct core problem
• Other Service Desk related duties, as assigned

Qualifications

TYPICAL EDUCATION AND EXPERIENCE: AA Degree in related discipline; Or, High School and up to two (2) years of related experience with certification.
• Must possess Service Now Experience
• Effective Oral and Written Communication skills
• Ability to obtain a Secret Security Clearance
• Experience using Internet-based applications

Minimum Secret clearance required

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 Contact Us 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.
More Information on SAIC
SAIC operates in the Information Technology industry. The company is located in Reston, VA. SAIC was founded in 2013. It has 34621 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 696 open jobs at SAIC, click here.
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