SAIC has an opportunity for a Service Desk Associate in Broomfield, CO or Somerset, KY!
- Provides 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 knowledge base 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 any troubleshooting performed.
- Maintains and updates records in Incident Management system.
- AA Degree in technical discipline or High School diploma or GED with at least 1 year of experience
- Certifications and 6 months of experience can be accepted in lieu of Degree
- 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 possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance.
- Ability to arrive and start work promptly at beginning of scheduled shift
SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $6.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability