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IT Service Desk Agent

Job ID: 2018905
Location: COOKEVILLE, TN, United States
Date Posted: Dec 4, 2020
Category: Information Technology
Subcategory: Technical Support
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Benefits: Click here

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Job Description

Description

We are currently seeking a motivated, career and customer oriented Service Desk Agent to join our team to begin an exciting and challenging career with SAIC.

 

Description:

 

Our Technical Support Service Desk agents provide excellent customer service by supporting a wide range of IT technical and network solutions. Serving as the initial point of contact, you will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues.

 

Duties:
• Advanced point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications. 
• Assists with navigating around application menus, may be required to remote into customer's computer. 
• Troubleshoot network connectivity issues, working with remote employees on a corporate network. 
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus. 
• Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business. 
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering when appropriate.

 

Qualifications

TYPICAL EDUCATION: High school diploma or GED required, and at least one year call center or help desk experience or equivalent technical ability.

 
In addition to the qualifications listed, an Associate’s degree in IT-related field and 1-2 years of help desk experience supporting personal computer hardware and software is preferred.
 
REQUIRED SKILLS: Comprehensive knowledge of personal computer use and solid understanding of basic IT concepts.  Proficiency using and supporting common corporate software, including Microsoft Windows 7, Microsoft Office 2007 and later (Word, Excel, Outlook email, etc.), networking and remote access, and antivirus software.  Ability to perform first-line troubleshooting for corporate end users, including answering how-to questions, providing system and network status, and supporting a wide variety of proprietary and off-the-shelf applications and computing platforms.  Must be able to communicate moderately complex technical information, ideas, and results effectively in both oral and written form.  Ability to handle majority of requests without additional assistance, following established procedures and using available knowledge base and help tools provided to follow issue through to a proper resolution.  Excellent customer service and team skills.  Ability to document work you do clearly and accurately in electronic ticketing system.  Perform of additional routine duties as assigned.  Teleworking capability required (must have home work space, high-speed Internet, and compatible Windows computer).
 
DESIRED SKILLS: Microsoft Active Directory and DFS experience, Microsoft Exchange Server-based email using Outlook, knowledge of help desk software and tools, mobile device support, VPN/remote connectivity support, technical writing, Visual Basic scripting, Web-based application support and development.
 


Overview

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status.  We strive to create a diverse, inclusive and respectful work culture that values all.

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