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Service Desk Technician II

Job ID: 2118612
Location: PHOENIX, AZ, United States
Date Posted: Nov 25, 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: Public Trust
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

The Service Desk Technician Level I will provide support to a government customer in Chandler, Arizona. Service Desk Technicians are to strive to high rate of first call resolution but are also expected to follow proven processes with routing tickets to the appropriate support groups whenever possible. The Service Desk provides 24x7x365 support to 30,000+ users and all technicians must have the ability to multitask in a fast-paced environment, possess the knowledge and expertise to resolve customer issues efficiently and accurately. This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with midlevel technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.

Responsibilities
This role will include, but will not be limited to the following responsibilities: 
- Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues
- Offer first line of customer support, and provide information that may be found in Knowledgebase and/or manuals
- Cooperating and supporting colleagues and interacting with other support groups
- Analyzing information and evaluating results to choose the best solution to solve issues
- Observing, receiving, and otherwise obtaining information from any relevant source
- Resolve technical issues within the policies and guidelines provided
- Follow the knowledge base and priority matrix for issue resolution
- Remote diagnostics and troubleshooting client workstations
- Respond to general inquiries and non-technical questions
- Providing prompt and courteous customer service
- Troubleshoot and resolve incidents and problems
- Provide website navigation assistance
- Password recovery/reset

Qualifications

Associate Degree or equivalent experience 
- 2 years of IT Support experience, preferably in a Help Desk or Call Center environment


COVID Policy: Prospective and/or new employees are 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. Where work is performed strictly at a customer site, customer site vaccination requirements preempt 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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