Helpdesk Support

Company: SAIC
Location: Sierra Vista
Posted on: April 22, 2024

Job Description:

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:

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  Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient, and friendly customer service.
  
  
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  Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
  
  
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  Resolve problems with or without remote tools
  
  
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  Accurately document calls and cases
  
  
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  Be aware of customer's time restraints and work within those time limits
  
  
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  Keep customer aware of resolution steps if ticket needs to be dispatched
  
  
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  Provide clients with problem reference numbers and request numbers
  
  
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  Enter all troubleshooting/resolution steps into the trouble ticket
  
  
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  Manage time and workload to meet predetermined service levels
  
  
  Qualifications
  REQUIRED EDUCATION AND EXPERIENCE:
  
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    High school diploma and one (1) year or more of related experience
    
    
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    Experience in a customer service or helpdesk role
    
    
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    Must be able to accommodate any of the three required shifts during weekdays and weekends such as:
    
    
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    1st shift 6:00am - 4:00pm MST
    
    
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    2nd shift 12:00pm - 10:00pm MST
    
    
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    3rd shift 9:00pm - 7:00am MST
    
    
    REQUIRED CERTIFICATIONS:
    
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    • Must have a current DoD 8570 IAT I Level I certification or higher such as A+ CE, Network+ CE, CCNA, etc
      
      REQUIRED CLEARANCES:
      
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        Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain
        
        
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        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 saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

Keywords: SAIC, Sierra Vista , Helpdesk Support, Other , Sierra Vista, Arizona