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Service Desk Associate - Entry

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Job ID: 1923376
Location: SANTA ANA, CA, United States
Date Posted: Oct 3, 2019
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description



The Service Desk Agent reports directly to the Service Desk Manager and will provide first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online. Follows all company and department documented policies and procedures. Identifies, diagnoses, isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation. Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.  May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and all troubleshooting performed. Maintains and updates records in Incident Management and Service Request system.  This may be a shift work position in a 24x7x365 environment requiring flexibility in work hours.

 

Availability:

 

Willingness to work any shift, potentially including weekends or holidays


Ability to arrive and start work promptly at beginning of scheduled shift



 


Qualifications

 

Required Education/Skills:

AA Degree in related discipline; Or, High School or GED and 0 years experience with certification


Proven hardware/software troubleshooting experience


Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat


Demonstrated commitment and ability to provide excellent customer service


Ability to work well with all teammates in a fast-paced SLA driven environment


Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively


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


Must be a US Citizen and have ability to pass customer background check



 

Desired Qualifications

 

1+ years of experience in computer hardware/software support

ITIL Certification or HDI Certification

Familiarity with government IT environment and administrative processes

Technical support experience in a call center environment

Technical certifications such as A+, N+, MCP, MCSE, CCNA

Strong working knowledge of Windows 10, Edge, FireFox, and Chrome browsers, VPN software, VDI, and other commonly used commercial products



Overview

SAIC 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

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