Helpdesk Support - SAIC : Job Details

Description

SAIC is actively seeking a Helpdesk Support Technician to provide on-site technical guidance to users or customers including troubleshooting and solving issues with end-user devices and desktop applications. They will support field operations including staff and customer support, incident resolution, and other support tasks in Austin, TX.

Responsibilities:

• Respond to technical service hardware requests and break/fix incidents

• Support Microsoft, HP and other notebook, desktops, and monitors

• Resolve end user questions or problems in the areas of functionality and technical troubleshooting

• Take responsibility for additional follow-up as required to ensure service is fully restored

• Ensures that the day to day field services operations meet SLAs and documents interactions and feedback

• Ensure a high level of customer satisfaction throughout the service delivery transaction

• Follows procedures to ensure effective support coordination between IT Service Desk (Tier 1), Tier 2, and Tier 3 resources

Qualifications

Education Requirements:

• Bachelors degree and zero (0) years of experience; four (4) years of experience is accepted in lieu of a degree

Security Clearance:

• Must have the ability to obtain an Interim Secret Security Clearance to begin employment; must be able to obtain a Secret Security Clearance to maintain employment

Certification:

• DoD Approved 8140/8570 Baseline Certification for IAT Level I

• The ability to obtain Microsoft 365 Certified: Fundamental Certification (MS-900) within 60 days of hire

Required Experience:

• Prior Helpdesk, Desktop Support

• Possess proficient analytical, problem solving and decision making skills

• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease

• Excellent oral and written skills, with an ability to understand and predict customer behavior and response to communication

Desired Experience:

• Microsoft Intune Endpoint Management Services

• Help/Service Desk experience and ITIL v3/v4 (or equivalent), or HDI Support Center Analyst

• Knowledge of ServiceNow or equivalent platforms for IT Service Management and Delivery

• Network environments and equipment such as Cisco or equivalent technologies

• Mobile communications and Video-Teleconferencing

REQNUMBER: 2508333

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability