Helpdesk Support with Security Clearance

4 weeks ago

Sierra Vista AZ United States SAIC Full time
Description SAIC is seeking a Tier 1 Helpdesk, onsite, at Ft Huachuca, AZ to support the US Army Enterprise Service Desk to troubleshoot and remedy any Tier 1 Helpdesk issues such as email access and computer problems within a high-volume service desk environment
NOTE: This position will require weekdays, weekends, dayshifts, and nightshifts
JOB DESCRIPTION:
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient, and friendly customer service.
• Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
• Resolve problems with or without remote tools
• Accurately document calls and cases
• Be aware of customer's time restraints and work within those time limits
• Keep customer aware of resolution steps if ticket needs to be dispatched
• Provide clients with problem reference numbers and request numbers
• Enter all troubleshooting/resolution steps into the trouble ticket
• Manage time and workload to meet predetermined service levels Qualifications REQUIRED EDUCATION AND EXPERIENCE:
• High school diploma and one (1) year or more of related experience
• Experience in a customer service or helpdesk role
• Must be able to accommodate any of the three required shifts during weekdays and weekends such as:
• 1st shift 6:00am - 4:00pm MST
• 2nd shift 12:00pm - 10:00pm MST
• 3rd shift 9:00pm - 7:00am MST REQUIRED CERTIFICATIONS:
• Must have a current DoD 8570 IAT I Level I certification or higher such as A+ CE, Network+ CE, CCNA, etc REQUIRED CLEARANCES:
• Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain
• Must be a current US Citizen 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.

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