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Technical Help Desk Analyst

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Job ID: 219522
Location: FORT HUACHUCA, AZ, United States
Date Posted: Sep 28, 2021
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Schedule: Full-time
Shift: Rotating
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

SAIC is hiring a Technical Help Desk Analyst to support the U.S. Army Enterprise Service Desk team at Fort Huachuca, AZ.

The successful candidate will have excellent customer service experience; a deep desire to work in IT; a CompTIA certification; and a US Citizen with the ability to obtain a DOD Secret clearance

Rotating Shift

Rotating-shiftwork is required, with additional pay for 2nd and 3rd shift.  Weekends and Holiday possible based on client needs. MUST BE ABLE TO WORK a 8 HR shift within the 1st/2nd/3rd shift options, and the shift options vary.

Job Duties

  • Resolve technical problems (Tier 1) 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.
  • Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
  • Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
  • Escalates complex problems to higher tiers as required.
  • Documents all customer interactions within a ticketing system.

Qualifications

Required Education and Experience:

  • High School and two (2) years of related experience with relevant certification; OR Associate’s Degree in Computer Networking/Engineering or related field and one year related experience

Required skills:

  • Able to work rotating shifts.
  • Current CompTIA A+ CE, Network+ CE, or Security+ CE certification.
  • 0-1 years’ experience in an IT support role.
  • 2+ years of demonstrated experience providing excellent customer service.
  • Customer Service orientated
  • Ability to work well with all teammates in a fast-paced SLA driven environment.
  • Able to solve technical issues via telephone, email, and chat.
  • Excellent Interpersonal, written, and oral communication skills

Required clearance:

  • US Citizen with the ability to obtain a DOD Secret clearance.  Able to start once Interim Secret is granted.

COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. Full vaccination will be required before the start of employment in order to work onsite at an SAIC location. If applicable, prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Employees working onsite at a customer location must comply with customer requirements which may include mandatory vaccination, mandatory attestation regarding one's vaccination status and mandatory weekly or bi-weekly testing.


Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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