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Technical Help Desk

Job ID: 2113643
Location: NORFOLK, VA, United States
Date Posted: Sep 13, 2021
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Schedule: Full-time
Shift: Rotating
Travel: Yes, 10 % of the Time
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 seeking a Technical Help Desk Agent to support the Navy's Service Management, Integration and Transport Program (SMIT) at the Norfolk Naval Base in Norfolk, Virginia. 

NOTE:

This is a rotating-shift 24/7 operations in a call center environment.  Weekends and Holiday possible based on client needs.

Must be able to work an 8 hour shift within the 1st 2nd and/or 3rd shift options. Shift option times vary.  

Responsibilities:

  • Operates as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.
  • Assists end-users/customers in resolving their IT issues accurately and promptly.
  • Takes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requests.
  • Interacts with the end-user to resolve the user's technical issues.
  • Remotely accessing the user's computer and making changes to their system and settings by navigating around application menus, or may be required to remote into customer's computer to fix an issue. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own.
  • 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.
  • May escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own.
  • Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.
  • Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs.
  • Support department-wide operations by supporting the creation, editing, and maintenance of IT documents.

Qualifications

Required Education:

High School Diploma/GED and 1+ years of IT support experience; education accepted in lieu of experience.

Required Experience: 

  • Ability to solve technical issues via telephone, email, and chat.
  • Ability to learn customer support processes and techniques.
  • Ability to work well with all teammates and multi-task in a fast-paced environment.
  • Outstanding analytical, problem solving skills, and excellent customer service.
  • Excellent Interpersonal, written, and oral communication skills.

Required Certifications:

  • Ability to obtain a DoD 8570 IAT Level I certification within 90 days of hire date.

Required Clearance:

  • Ability to obtain a DOD Secret clearance (US Citizenship required).  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.


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 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.

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