Technical Help Desk

Job ID: 2500890-2906

Location: REMOTE WORK, AR, US

Date Posted: 2025-01-22

Category: Information Technology

Subcategory: Computer Operator

Schedule: Full-time

Shift: Rotating

Travel: No

Minimum Clearance Required: Interim Secret

Clearance Level Must Be Able to Obtain: Secret

Potential for Remote Work: No

Description

SAIC is hiring a Technical Help Desk for a key role supporting a Federal Government client.

This is a Remote role that can be worked anywhere within the United States.

This role may not be available immediately.

Note: This role requires that the person be flexible to work shifts in 24x7x365 call center environment.

MUST BE ABLE TO WORK a 8 HR shift within the 1st/2nd/3rd shift options, and the shift options vary.

Job Duties

• Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Applies basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Route calls to product line specialists, application, or system support specialists.
• Maintain and updates records and tracking databases.
• Escalates complex problems to higher level of expertise within organization.
• Documents all customer interactions within a ticketing system.
• Alert management to recurring problems and patterns of problems.
• Provide exceptional customer service.
• Provide customer support through various contact methods such as phone, chat, email.
• Respond to customer support requests in a fast, efficient and friendly manner.
• Accurately and thoroughly document customer requests.
• Resolve customer incidents and requests if able or assign to higher tiers as required.
• Act as a single point of contact for existing incident and requests.
• Provide customers with a reference number for their incident/request.
• Identify process and procedures which need to be corrected or added to.

Qualifications

• High School and two (2) years of related experience with relevant certification; OR Associate’s Degree in Computer Networking/Engineering or related field and one year related experience.
• Able to work rotating shifts.
• Minimum CompTIA A CE, or Network CE, or Security CE certification
• US Citizen with the ability to obtain a DOD Secret clearance, start once Interim Secret obtained.
• 2 years’ experience in an IT support role.
• Experience with HEAT, TrackIT, Magic, Remedy, Peregrine, or other Ticketing systems.
• Knowledge of basic networking concepts and protocols.
• Customer Service orientated.
• Ability to work well with all teammates in a fast-paced SLA driven environment.
• Proven hardware/software troubleshooting experience.
• Able to solve technical issues via telephone, email, and chat.
• Demonstrated commitment and ability to provide excellent customer service.
• Excellent Interpersonal, written, and oral communication skills.
• Secret Clearance preferred, Interim Secret to be considered. Citizenship Required

Desired Experience

• Understanding of IT concepts/practices and experience with common service desk software.
• Proven ability to think and troubleshoot logically and act decisively in critical situations.
• Experience supporting Microsoft Office and Windows OS in an enterprise environment.
• Experience with account administration and password resets in a Microsoft Active Directory Environment.

Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.