Description

SAIC is seeking multiple, Tier 1 Helpdesk, onsite, at Ft Huachuca, AZ in Sierra Vista, 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, Security , CySA , OR CASP , 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