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Service Desk Analyst - Journeyman

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Job ID: 1923377
Location: COOKEVILLE, TN, 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 procedures and protocols. Diagnoses, identifies, isolates, analyzes, 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 escalate tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed. Maintains and updates records in Incident Management and Service Request system. Alerts management to recurring problems and patterns of problems, may represent service desk in meetings and/or participate in quality assurance activities.  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

 


AA Degree in related discipline and one (1) year of related experience; Or, High School and two (2) years of related experience with relevant 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 with others


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, Windows OS, and Mac OS X


Experience with account administration and Identity Management tools, including Microsoft Active Directory (AD)


At least one technical certification (such as A+, N+, MCP, MCSE, CCNA)


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


Desired Qualifications

 
  • 2+ years of experience in computer hardware/software support
  • ITIL or HDI Certification
  • Familiarity with government IT environment and administrative processes
  • 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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