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Helpdesk Support

Company: SAIC
Location: Sierra Vista
Posted on: May 11, 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:



  • 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: 2406387
          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

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