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Job Description
- Req#: 48496802
- Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
- Diagnose, identify, isolate, and analyze problems utilizing historical database records
- Respond to customer support requests in a fast, efficient and friendly manner
- Resolve customer incidents and requests if able or assign to higher tiers
- Route calls to product line specialists, application, or system support specialists
- Escalate complex problems to higher level of expertise within organization
- Document all customer interactions within a ticketing system
- Alert management to recurring problems and patterns of problems
- Provide customers with a reference number for their incident/request
- High School Diploma or GED and 0-1+ years of customer service or helpdesk experience
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Familiar with Windows environment
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Basic understanding of networking concepts and protocols
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Experience with Microsoft Office Suite
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Knowledge on how to query and tailor reports from a database
- Strong Oral and written communication skills
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Customer Service orientated
- 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
- Must have a current DoD 8570 IAT Level I or higher certification, prior to start, such as A+ CE, Network+ CE, Security+ CE, CySA+, OR CASP+ CE, etc
Description
SAIC is hiring for a Technical Helpdesk to support the US Army's Army Enterprise Service Desk (AESD) team at Ft Shafter in Honolulu, HI to resolve technical problems (Tier 1) at a classified level and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.
NOTE: This is a fully onsite position; schedule is typically M-F 4am/5am – 1pm/2pm Hawaii time.
This position can support ~$50k+ (dependent upon education and experience)
JOB DESCRIPTION:
Qualifications
REQUIRED EDUCATION AND EXPERIENCE:
REQUIRED CLEARANCE:
REQUIRED CERTIFICATION:
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.About the company
SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and IT markets.
Notice
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