Helpdesk Support

3 weeks ago

Sierra Vista, 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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