What are the responsibilities and job description for the Service Desk Agent position at SAIC?
Job ID 2503001
Location REMOTE WORK, AZ, US
Date Posted 2025-03-07
Category Information Technology
Subcategory Technical Support
Schedule Full-time
Shift Rotating
Travel No
Minimum Clearance Required Interim Top Secret
Clearance Level Must Be Able to Obtain Top Secret
Potential for Remote Work No
Description
The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints. This is a 24/7/365 environment. The position can be worked remotely, anywhere within the United States.
Selected Candidates Will Have The Following Duties/responsibilities
Required Experience/Qualificaitons
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Location REMOTE WORK, AZ, US
Date Posted 2025-03-07
Category Information Technology
Subcategory Technical Support
Schedule Full-time
Shift Rotating
Travel No
Minimum Clearance Required Interim Top Secret
Clearance Level Must Be Able to Obtain Top Secret
Potential for Remote Work No
Description
The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints. This is a 24/7/365 environment. The position can be worked remotely, anywhere within the United States.
Selected Candidates Will Have The Following Duties/responsibilities
- Provide prompt, courteous, and high-quality end user support services to DCSA out of Quantico Virginia.
- Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of DCSA's internal infrastructure as well as applications and systems owned by DCSA.
- Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
- Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.
- Interact with other support center silos supporting, software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem.
- Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution.
- Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents.
- Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.
Required Experience/Qualificaitons
- AA Degree in related discipline and One (1) years experience or, High School and two (2) years of related experience with relevant certification).
- Experienced providing support and troubleshooting Tier 1/2 issues to completion.
- United States citizenship required.
- Must have an Active Interim Top Secret clearance
- Current DoD 8570 IA Baseline Certification Security CE.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Salary : $40,001 - $80,000
