SAIC
Job Description
Company : SAIC
Role : Service Desk Agent
Location : Remote Work, KS, US
Schedule : Full‑time, Day Job
Travel : No
Responsibilities
Provides detailed solutions to end‑users, using knowledge base articles on Windows, Office 365, and various customer operational/administrative applications. Provides escalation and routing for complex issues and requests to Subject Matter Experts within the organization.
Documents all calls, customer communications, and troubleshooting steps performed in a detailed professional way using proper grammar.
Maintains ownership of pending tickets to include following up with end‑user and escalating if necessary.
Research customer concerns and find appropriate resolutions using robust Knowledge Bases.
Follow all IT and security policies that are set by SAIC and USMS.
Support fellow team members through our group communications.
Maintain computer equipment assigned and ensure all software and operating systems are updated when available.
Complete trainings as they are assigned for both SAIC and USMS.
Other duties as assigned.
Qualifications
Associate’s degree in IT or related field is preferred, or high school and up to two (2) years of sufficient technical service experience supporting an IT service desk.
Must be US Citizen and possess the ability to obtain Federal Government Public Trust Clearance prior to starting assignment.
Ability to obtain an HDI Certification within 6 months of employment.
Ability to comply with and promote corporate IT policies.
Excellent written and oral communication skills. Ability to utilize TEAMS, Email, and ticketing system to communicate with the customer and support staff.
Self‑motivated and able to work effectively within a fast‑paced support team environment.
Ability to troubleshoot Windows 10 and 11 operating systems along with standard issued applications. Knowledge of using and troubleshooting MS Office 365 and other Microsoft Office products is essential. Experienced in troubleshooting network connectivity issues (including locating IP address) and VPN software to support remote users.
One or more entry‑level relevant IT certifications preferred.
Salary : Target range Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Minimum Clearance Required : None Clearance Level Must Be Able to Obtain : Public Trust
Potential for Remote Work : Yes
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Responsibilities
Provides detailed solutions to end‑users, using knowledge base articles on Windows, Office 365, and various customer operational/administrative applications. Provides escalation and routing for complex issues and requests to Subject Matter Experts within the organization.
Documents all calls, customer communications, and troubleshooting steps performed in a detailed professional way using proper grammar.
Maintains ownership of pending tickets to include following up with end‑user and escalating if necessary.
Research customer concerns and find appropriate resolutions using robust Knowledge Bases.
Follow all IT and security policies that are set by SAIC and USMS.
Support fellow team members through our group communications.
Maintain computer equipment assigned and ensure all software and operating systems are updated when available.
Complete trainings as they are assigned for both SAIC and USMS.
Other duties as assigned.
Qualifications
Associate’s degree in IT or related field is preferred, or high school and up to two (2) years of sufficient technical service experience supporting an IT service desk.
Must be US Citizen and possess the ability to obtain Federal Government Public Trust Clearance prior to starting assignment.
Ability to obtain an HDI Certification within 6 months of employment.
Ability to comply with and promote corporate IT policies.
Excellent written and oral communication skills. Ability to utilize TEAMS, Email, and ticketing system to communicate with the customer and support staff.
Self‑motivated and able to work effectively within a fast‑paced support team environment.
Ability to troubleshoot Windows 10 and 11 operating systems along with standard issued applications. Knowledge of using and troubleshooting MS Office 365 and other Microsoft Office products is essential. Experienced in troubleshooting network connectivity issues (including locating IP address) and VPN software to support remote users.
One or more entry‑level relevant IT certifications preferred.
Salary : Target range Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Minimum Clearance Required : None Clearance Level Must Be Able to Obtain : Public Trust
Potential for Remote Work : Yes
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