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 :
• 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.

Last updated : 2024-04-26