Service Desk Agent II (Job Number:439358)
This job is the front line of contact for support with various technical issues and questions; supporting users via various channels such as telephone calls, chat, email, and online request
Providing excellent customer service, the employee performing this job is required to communicate with the end user to diagnose, understand, isolate, and resolve a variety of issues dealing with hardware, connectivity, network infrastructure, computer systems, as well as proprietary and commercially available software.
This is a shift work position in a 24x7x365 environment requiring flexibility in work hours.
Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issues
Support commercial and customer specific applications and software, operating system, internet browser issues, desktops, laptops, mobile devices, printers, scanners and other hardware
Support wired and wireless network connections, network infrastructure issues affecting end users
Assist with password resets, account unlocks, and set up, installation, and configuration of hardware and software
Create, edit, and update documentation, instructions, and knowledgebase articles
Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes while effectively determining when to escalate issues to specialist teams
Utilize an incident tracking system to create, work, and resolve tickets
Communicate with supervisors, peers, and end users to effectively solve issues
Follow all company and department policies and procedures
Additional responsibilities may vary depending on the contract and position
REQUIRED EDUCATION AND EXPERIENCE:
AA Degree in related discipline and 1 year of experience or high school diploma/GED with 2 yrs experience and relevant certification
Experience in a Support desk environment.
Proven hardware/software troubleshooting experience.
Proven experience providing effective and professional communication.
Proven ability addressing technical issues via telephone, email, and chat
Demonstrated commitment to providing excellent customer service.
Knowledge of IT support best practices and experience with common software and operating systems.
Ability to work independently and within a team environment.
SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability
Job Posting: Aug 16, 2018, 4:55:49 PM
Primary Location: United States-TN-COOKEVILLE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No
Shift: Day Job