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Technical Help Desk

3 months ago

Atlanta, United States SAIC Full time

Job ID: 2408317

**Location**:REMOTE WORK, GA, US

**Date Posted**:2024-06-18

**Category**:Information Technology

**Subcategory**:Computer Operator

**Schedule**:Full-time

**Shift**:Rotating

**Travel**:No

**Minimum Clearance Required**:None

**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.

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**
- 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.
- 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.
- 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**

**Required Education and Experience**
- 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. Able to start once Interim Secret is granted.
- 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.
- Demonstrated commitment and ability to provide excellent customer service.
- Excellent Interpersonal, written, and oral communication skills

**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: $35,001 - $45,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.