Service Desk Technician

Job Description

Description

Call Center Engineer ‐ Mid

IT Service Desk Technicians are the first face in customer service, representing both SAIC and IT for the DOT agency program. A strong candidate for this role will have a winsome personality that can address a customer’s needs while easing their stress. This position requires creative problem-solving skills, high technical aptitude, being well organized, the ability to multitask, and strong communication skills. The ability to learn new software and leverage vendor support, web searches, and documentation to achieve solutions is critical.

Core duties and responsibilities include the following:

• Provide first-tier support for all customers via Microsoft Teams, emails, phone calls, and in person for walk-in customers
• Track and resolve service requests using Remedy, ServiceNow, or similar Government provided Service Desk support software
• Prioritize workload by measuring user impact and time-sensitivity
• Image and deploy customer workstations
• Implement user guides for technical processes and write documentation for user consumption
• Provide hardware support and troubleshooting, including changing out hard drives, memory, display adapters and other components
• Work with equipment vendors to resolve hardware failures
• Set up customer workstations, including: computers, docking stations, monitors, keyboards, and other peripherals
• Provide support for Microsoft Office/365 applications
• Install software and run repair processes
• Backup and restore user profiles
• Support the creation and maintenance of information in Microsoft Active Directory
• Learn and support DOT Proprietary software
• Troubleshoot and support DOT issued iPhones
• Lift up to 40 lbs. unassisted

Duties: Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request. Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests. Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. Researches customer concerns and find appropriate resolutions. Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.

Qualifications

This position requires a High School diploma and two (2) or more years of related experience. Preferred qualifications include: prior work experience in a federal government environment providing help desk hardware and software support, and an HDI Support Center Analyst (HDI-SCA) Certification or equivalent.

Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and who has the ability to obtain a Public Trust determination.

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.

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 approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.