Service Desk Agent

Job ID: 2408832-2936

Location: REMOTE WORK, NC, US

Date Posted: 2024-06-28

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-time

Shift: Rotating

Travel: No

Minimum Clearance Required: Interim Secret

Clearance Level Must Be Able to Obtain: Secret

Potential for Remote Work: No

Description

The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365. Selected candidates will have the following duties/responsibilities:

• Provide prompt, courteous, and high-quality end user support services to DCSA out of Quantico Virginia
• Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of DCSA's internal infrastructure as well as applications and systems owned by DCSA.
• Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
• Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.
• Interact with other support center silos supporting, software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem.
• Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents.
• Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.

Qualifications

• AA Degree in related discipline and three (3) years experience or, High School and five (5) years of related experience with relevant certification)
• Experienced providing support and troubleshooting Tier 1/2 issues to completion
• United States citizenship required
• Active Secret Clearance required
• Current DoD 8570 IA Baseline Certification Security CE

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.