Description
SAIC is hiring a Technical Help Desk for a key role supporting a Federal Government client.
Note: This role offers temporary work from home/ remote/ virtual work at home due to COVID-19. Eventually the work will go back on site in Salt Lake City,UT.
Note: This role requires that the person be flexible to work rotating-shifts in 24x7x365 call center environment.
Rotating Shift
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 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.
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
- Able to work rotating shifts.
- Ability to obtain a CompTIA A+ CE, Network+ CE, or Security+ CE certification after start date.
- 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.
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.