Helpdesk Support

Description

SAIC is seeking a Tier 1 Helpdesk, onsite, at Ft Huachuca, AZ to support the US Army Enterprise Service Desk to troubleshoot and remedy any Tier 1 Helpdesk issues such as email access and computer problems within a high-volume service desk environment.

NOTE: This position will require weekdays, weekends, dayshifts, and nightshifts.

JOB DESCRIPTION:

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient, and friendly customer service.

• Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.

• Resolve problems with or without remote tools

• Accurately document calls and cases

• Be aware of customer's time restraints and work within those time limits

• Keep customer aware of resolution steps if ticket needs to be dispatched

• Provide clients with problem reference numbers and request numbers

• Enter all troubleshooting/resolution steps into the trouble ticket

• Manage time and workload to meet predetermined service levels

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma and one (1) year or more of related experience

• Experience in a customer service or helpdesk role

• Must be able to accommodate any of the three required shifts during weekdays and weekends such as:

• 1st shift 6:00am - 4:00pm MST

• 2nd shift 12:00pm - 10:00pm MST

• 3rd shift 9:00pm - 7:00am MST

REQUIRED CERTIFICATIONS:

• Must have a current DoD 8570 IAT I Level I certification or higher such as A+ CE, Network+ CE, CCNA, etc

REQUIRED CLEARANCES:

• Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain

• Must be a current US Citizen

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site. REQNUMBER: 2404957-SIERRA_VISTA-AZ

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 ~~~. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability