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Help Desk Agent Senior

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Job ID: 206820
Location: OAK RIDGE, TN, United States
Date Posted: Jun 2, 2020
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 Remote Work: No

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Job Description

Description

JOB DESCRIPTION:  This position 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 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 any troubleshooting performed. Maintains and updates records in the Incident Management system. This is a shift work position in a 24x7x365 environment requiring flexibility in work hours. 

 

Position Responsibilities: 

  • Provide triage of inbound requests via phone, email, web, and chat 
  • Act as customer facing point of contact to IT Support to supported users 
  • Create detailed tickets in the IT SMS 
  • Provide basic troubleshooting across a broad range of services using SOPs, and the Knowledge Base. 
  • Fulfill standard Service Requests 
  • Accurately Escalate Incidents that cannot be resolved by Tier 1 to higher Tiers 
  • Perform account maintenance tasks including, but not limited to, user account provisioning. 

#faaisc


Qualifications

TYPICAL EDUCATION AND EXPERIENCE: 

  • AA Degree in related discipline; Or, High School and up to two (2) years of related experience with certification.

CLEARANCE REQUIREMENT:

  • 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. 

REQUIRED EDUCATION AND EXPERIENCE:

  • High school diploma or GED and 2+ years of technical experience. Associates Degree and 1 year of related experience preferred. 
  • 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

 




Overview

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 saic.com. 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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