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Senior Help Desk Agent

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Job ID: 2013015
Location: OAK RIDGE, TN, United States
Date Posted: Aug 24, 2020
Category: Information Technology
Subcategory: Technical Svcs
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

We are looking for an experienced, energetic and motivated Senior Help Desk Agent to join the SAIC team in Oak Ridge, TN. 

As a Help Desk Agent working for SAIC, you will have a fast moving, challenging, and highly rewarding position keeping our client’s infrastructure running.

Help Desk Agent duties and responsibilities:

  • Possesses and applies expertise across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.
  • Applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision. 
  • Responds to and diagnoses problems through discussion with users.
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Supervises operation of help desk and serves as focal point for customer concerns.
  • Provides support to end users on a variety of issues.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.

Qualifications

Help Desk Agent requirements and qualifications:
US Citizenship and the ability to obtain a Security Clearance
Bachelor’s degree plus two years of experience or equivalent education and experience



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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