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Service Desk Agent

Job ID: 2115330
Location: STERLING, VA, United States
Date Posted: Oct 14, 2021
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Public Trust
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

Provide tier 1 and 2 technical support, in a call center environment, performing activities associated with the installation, maintenance, and service of computer-related products, applications, including, but not limited to desktop & laptop computers, and network devices. The candidate will document problems and troubleshooting efforts on ServiceNow; receive direction from help desk/service desk supervisors; and/or follow knowledge articles and scripts using standard troubleshooting methods, techniques, and tools. Assignments range in complexity from basic troubleshooting and repairs, customer interaction, to more difficult device repair.

Duties and Responsibilities:

Monitor and report on system data, alerts, and customer support via the ServiceNow ticketing systems. Resolve application and system issues via remote access on deployed systems. Provide on-call support for LBI/ITI applications in accordance with the terms of the contract. Responsible for managing trouble tickets, and key issues related to the ongoing operations of the program. Track and resolve all issues presented by the customer following appropriate PMO chain of command as defined by the contract. Work with technical/software teams to ensure changes made to the solutions improve the operational functionality and overall performance.

Qualifications

SHIFT REQUIREMENTS

This position works a rotating shift and candidates must be available for and willing to work alternative shifts, as required, in support of providing 24/7/365 coverage.

POSITION REQUIREMENTS

  • U.S. CITIZENSHIP 
  • Minimum Clearance Required - Customs and Border Protection Public Trust

 

REQUIRED

Education / Skills:

Bachelor's degree and a minimum of 2 years of technical experience with hardware and software focusing on Windows embedded systems, Help Desk experience, or equivalent blend of education and could require shift work.

Will discuss during interview. Self-directed, highly motivated, mission driven, possess integrity, customer service focus, team skills, and have strong problem solving - “trouble-shooting skills.” Strong communication skills, both verbal & written, with particular emphasis on the understanding and effectively communicating with external customer's technical issues. Interaction with project managers, deployment teams, and other team members on resolving issues.


COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. 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. Customer site vaccination requirements, if more strict, will take precedence over SAIC's vaccination policy.


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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