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Service Desk Agent

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SAIC

2mo ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity
  • United States
    Remote

AI generated summary

  • You need an associate's degree or high school diploma with 2 years of tech/customer service experience, strong communication skills, and proficiency in MS Office, Windows, Active Directory, and networks.
  • You will assist users via phone, email, and chat, resolve technical issues, document processes, support applications, and use ITSM and ServiceNow for ticketing and escalation.

Requirements

  • Associates degree related to Computer and Information; or High School degree and up to two (2) years of sufficient technical or customer service experience.
  • Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
  • Must be willing to work effectively within a team environment in a fast-paced support role.
  • Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.
  • Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.

Responsibilities

  • Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.
  • Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
  • Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.
  • Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact.
  • Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
  • Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.
  • Uses ITSM and ServiceNow ticket processes to document actions taken.

FAQs

Is this position remote?

Yes, this position is fully remote and can be worked from anywhere within the US.

What is the working schedule for this role?

The schedule for this role is full-time with a rotating shift.

What qualifications are required for this job?

A minimum of an Associate's degree related to Computer and Information, or a High School diploma with up to two years of relevant technical or customer service experience is required.

Are there any citizenship requirements for this position?

Yes, candidates must be U.S. citizens or green card holders who have resided in the U.S. for at least three years.

What is the salary range for this position?

The target salary range for this position is up to $40,000, depending on experience and other factors.

What skills and experience are preferred for this role?

Desired skills include technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks, and other Commercial Off-The-Shelf (COTS) products.

What are the main responsibilities of a Service Desk Agent?

Responsibilities include communicating with end-users, resolving technical issues, documenting actions taken, and escalating unresolved issues to level 2 technical teams.

Is there a vaccination requirement for this job?

SAIC does not require COVID-19 vaccinations or boosters, but customer site vaccination requirements must be followed when work is performed at a customer site.

Will I receive training for this position?

The job description does not specify training, but it is common for companies to provide onboarding and training for new employees in IT support roles.

How do I apply for this job?

SAIC accepts applications on an ongoing basis, and there is no deadline to apply; interested candidates should submit their application through the appropriate channels.

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SAIC

Advancing the power of technology and innovation to serve and protect our world.

Technology
Industry
10,001+
Employees
2013
Founded Year

Mission & Purpose

SAIC (Science Applications International Corporation) is a premier technology integrator based in the United States, providing a wide range of services in the realms of engineering, IT modernisation, and mission solutions. SAIC supports critical missions for various government and commercial customers, focusing on delivering innovative and efficient solutions. Their ultimate mission is to transform and secure the technological landscape for their clients, ensuring their operational success in an increasingly complex and interconnected world. The purpose of SAIC is to leverage cutting-edge technology and expert knowledge to solve complex challenges, enabling clients to achieve their objectives with confidence and efficiency.