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
- Combination of Shift work and on-call
Help Desk Agent duties and responsibilities:
- Possesses and
applies comprehensive knowledge on multiple complex work assignments.
Assignments may be broad in nature, requiring originality and innovation
in determining how to accomplish tasks. Operates with appreciable latitude
in developing methodology and presenting solutions to problems.
Contributes to deliverables and performance metrics where applicable.
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.
operation of help desk and serves as focal point for customer concerns.
support to end users on a variety of issues.
researches, and resolves technical problems.
- Responds to
telephone calls, email and personnel requests for technical support.
tracks, and monitors the problem to ensure a timely resolution.
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.
systems modifications to reduce user problems.
Required Education, Experience, & Certifications
Associate’s degree and 9 years of experience or High School and 11 years of experience
Bachelor's degree and 10 years of experience preferred
Must obtain an HDI Support Center Certification by December 2021.
- US Citizenship and the ability to obtain a Public Trust Clearance
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