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Service Desk Manager

Job ID: 2211015
Location: OAK RIDGE, TN, United States
Date Posted: Jul 26, 2022
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No Remote
Benefits: Click here

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Job Description

Description

RESPONSIBILITIES:

  • Coordinate Executive/VIP Support Team day-to-day operations
  • Support Executive/VIP Communication/Information Systems and networks, including remote communications equipment, mobile (iPhone and iPad) and deployable network communication systems, strategic and tactical multi-channel satellite communication systems (BGAN terminals), secure telephone equipment, video conferencing, laptops, desktops, computer peripherals and other equipment, supporting executive communications capabilities.
  • Under very minimal to no supervision, provide support to executive level customers to include interacting with network services, software systems engineering and asset management to restore service and/or identify core problems.
  • Interacts daily with executive level customers, supervisor, peer groups and customers in order to manage work flow in timely and professional manner.
  • Responsible for documenting, upgrading and replacing hardware and software systems.
  • Responsible for implementing fixes and patches through various means such as registry edits, patch installation, Active Directory Security Policy configuration and various application testing.
  • Install, troubleshoot, repair, operate, and maintain networking equipment, encryption devices, computers, workstations, laptops, thin clients, printers, scanners, and any other equipment within the scope of this task.
  • Deploy mobile devices to Executive/VIP staff including setup of MaaS360, mobile office and business applications as well as device configuration.
  • Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat
  • Demonstrated commitment and ability to provide excellent customer service
  • Ability to provide support and leadership to teammates in a fast-paced SLA driven environment
  • Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively with others
  • Deep 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
  • Extensive experience supporting Microsoft Office, Windows 10, and common desktop applications
  • Experience with account administration practices and Identity Management tools, understands common related security practices
  • Must adhere to all company and department policies and procedures.
  • Must have appropriate area to work from to avoid distractions or excessive noise that could negatively impact interaction with customers

Qualifications

QUALIFICATIONS:

  • One of the following: Bachelor’s degree in related technical discipline and 2+ years of experience performing technical support; Associates degree and 5+ years of experience; High School diploma and 7+ years of experience
  • Extensive experience with troubleshooting Windows 10, Active Directory, Microsoft Office suite, Mobile Device Management (MaaS360 / Azure), and laptop computer hardware.
  • Dell Certification (self-guided certification provided through FERC Dell TechDirect)
  • Flexibility to work for after hour support rotation
  • Must have HDI Support Center Certification or obtain within 6 months of start date
  • Must be a US Citizen and have ability to obtain a Public Trust clearance

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.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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