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Service Desk L2 / Security+

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Job ID: 205857
Location: SALT LAKE CITY, UT, United States
Date Posted: Jul 13, 2020
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: Interim Top Secret
Clearance Level Must Be Able to Obtain: Top Secret
Potential for Remote Work: No
Benefits: Click here

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Job Description


We are currently seeking a motivated, career and customer oriented associates to join our team to begin an exciting and challenging career with SAIC Corporation.
• Understanding of a wide application of technical principle, theories, and concepts
• Resolve problems for clients via telephone, email, chat, and web sessions
• Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed
• Deliver consistently high levels of customer service 24/7/365 days a week (multiple shifts). 
• Conduct timely triage and escalation in accordance with SLA requirements
• Address and resolve basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of your ability or responsibility
• Accurately document interactions, incidents, requests, and problems
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
• Ensure the end-to-end customer experience and provide a single point-of-contact for the customer
• Analyze and resolve incidents and requests regarding use of application software or hardware
• Support multiple clients through customer service professionalism and insight
• Document resolutions and update self-help and knowledge bases
• Grow general knowledge of specific products, increasing ability to resolve requests on first contact
• Adhere to and support standards, policies, and procedures



• CLEARANCE: Must currently possess: An Active DoD Top Secret Clearance

• CompTIA Security +  (must currently possess an active certification to be considered)

 • High School degree and 7 years related experience  

 • Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service
• Ability to resolve problems with or without remote tools
• Consistently achieve First Contact Resolution performance metric
• Accurately document calls and cases
• Aware of customer's time restraints and work within those time limits
• Keep customer aware of resolution steps � if ticket needs to be dispatched
• Provide clients with problem reference numbers and request numbers
• Enter all troubleshooting/resolution steps into the trouble ticket
• Understanding of SLA requirements for the client
• Assist in cross training and communicate quick fixes
• Manage time and workload to meet predetermined service levels Position Skills:
• Help Desk Institute � Service Center Analyst (HDI-SCA)
• 2 years working in customer support or service field
• Excellent Customer Service skills
• Working knowledge of data and voice network concepts
• Familiarity with Windows 10
• Experience working in service desk environment with ITSM
• Competency in call center tracking tools
• Demonstrated ability to learn customer support processes and techniques
• Good analytical skills
• Ability to solve problems
• Competency in MS Office Suite



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 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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