Job ID: 212255
Location: BROOMFIELD, CO, United States
Date Posted: Feb 25, 2021
Category: Information Technology
Subcategory: Technical Svcs
Shift: Day Job
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Benefits: Click here
SAIC has an opening for an IT Service Desk Supervisor located in Broomfield, CO!
Supervisor for the below role: Responsible for line management for Service Desk agents including timesheet approval, quality analytics, monthly one-on-ones for performance and behavior touch points. Also responsble for handling, leading and delegating escalated issues, being process and technical subject matter expert for less experienced and skilled ITSD agents, may assist in training issues, knowledge management and quality analysis as needed - also through Lead agents. Will relay pertenant information to Lead agents acting as a go-between from management to Lead agents and frontline agents.
The Enterprise Service Desk (ESD) Specialist is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365. Provide prompt, courteous, and high-quality end user support services to the approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).
Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE. Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets. Ensure consistent incident, change, and problem life cycle processing. Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means. Interact with NOSC, software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem. Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution. Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents. Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.
TYPICAL EDUCATION AND EXPERIENCE: Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; additional experience in lieu of a degree will be considered.
SECURITY+ certification necessary within 3 months of job acceptance.
Secret Clearance required or able to obtain an interim Secret prior to starting
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.