Job ID: 2508333
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
- Bachelors degree and zero (0) years of experience; four (4) years of experience is accepted in lieu of a degree.
- 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.
- 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.
- 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
- 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
Salary
USD 43,139 - 65,882 /yearly
Yearly based
Remote Job
Worldwide
Job Overview
Location
TX , United States
