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Service Desk Tier II Agent

Job ID: 215526
Location: OAK RIDGE, TN, United States
Date Posted: Apr 23, 2021
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Benefits: Click here

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Job Description


SAIC is looking to hire a Service Desk Tier II Agent in Oak Ridge, TN

Responsibilities will include but are not limited to the following: Primary technical guidance and agent assistance for
customer applications and systems; New Agent and Ongoing Training; Account/Access administration; ACD and
Ticket queue monitoring and review; Knowledgebase and documentation technical review for customer specific
application implementations; Outage/Technical Issue escalations, reviews, tracking, and identification; and, Long
term project responsibilities. This is a shift work position and the successful candidate must be flexible in days and
hours worked.



High school education or equivalent and 2+ years of technical training. Associates
Degree and 0 years of experience but 2+ years of related experience preferred.


Successful candidate will have comprehensive knowledge in the support and
administration of personal computers in a managed corporate environment.

Proven ability in the use of all pertinent software applications.

Must be able to communicate effectively via telephone, email/chat, and direct person-to-person moderately complex or technical information, compose correspondence and reports.

Must demonstrate excellent customer service and team skills.

Experience in desktop and networking support, IT concepts and help desk software. Proficient with technical aspects of supporting and
utilizing Microsoft Windows and Office 365, Active Directory, VPN / Remote access, Citrix, ServiceNow, iOS
and Android.

Ability to distinguish between different types of issues and select the correct source for solution.

Must be able to think logically and act decisively in critical situations. Will be required to demonstrate superior troubleshooting skills and have the desire to follow a problem through to resolution.

Able to work with minimal supervision.


Understanding of ITIL terminology and best practices; Knowledge Management including
content creation and curation; ServiceNow platform expertise.


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 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.

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