Job Description
Description
The SAIC Speedway Service Desk, located in Oak Ridge, Tennessee, currently has an opening for the position of IT Service Desk Support Specialist I (Service Desk Agent). Our Service Desk is the single point of contact for all Information Technology issues and requests from Speedway employees and contractors, and supports corporate users at every skill level and background via telephone, email, Web chat, and direct ticket submission. Will perform other additional routine duties as assigned.
Candidates must be flexible to work any 8-hour shift within our hours of operation, generally from 6:00 AM to 8:00 PM with reduced staffing on weekends and major holidays. This position has five-day, 40-hour work week. We are seeking candidates who live in or around the Oak Ridge area in East Tennessee. Teleworking capability is also required, to assure coverage in cases of inclement weather.
Teleworking is available and will be encouraged once the program has achieved operational efficiency. Until that time, work will be at the Oak Ridge SAIC location.
Work may not start for this role until January 2021.
Qualifications
Required Education & Experience
- AA Degree in related discipline is preferred; Or, must have High School diploma or GED and at least one year call center or help desk experience or equivalent technical ability.
- 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.
- 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. For information, visit saic.com or Working at SAIC for benefits details. 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.
