SAIC is currently working with the EPA to find an experienced technical support technician to add to our team in Durham. We are looking for people with a great work ethic, an enthusiasm for technology, and the drive to constantly learn new things. We also need you to have wonderful people skills, and the ability to work with professionals that have varying levels of technical expertise.
Responsibilities & Duties
The Technical Support I Service Desk agent (you) will take phone calls regarding general questions, remote access issues, password resets, mobile device issues, Outlook issues, and other issues that falls under IT support.
You will answer these calls from EPA end users, and work to resolve their issues as efficiently as possible.
You will have to be able to remotely troubleshoot utilizing your technical skills, historical records, the knowledgebase, and all other available tools. This troubleshooting is to analyze and diagnose user issues, and ultimately determine what assistance is needed.
If you are unable to assist, the issue will be thoroughly documented with all attempted steps to resolve before routing it to the correct group.
While assisting with password issues, you’ll need to verify personnel information and employment before anything else is done.
You should have the ability to work independently, and within a team environment.
Coaching and development will be provided regularly for your customer service skills and consistency in handling user issues.
AA Degree or equivalent in a related discipline, or a High School degree and up to two (2) years of related experience.
Demonstrated commitment to providing excellent customer service
Must be able to obtain & maintain an EPA Public Trust clearance.
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.
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.