Helpdesk Support

Job ID: 2316118-PHOENIX-AZ

Location: PHOENIX, AZ, US

Date Posted: 2023-12-01

Category: Information Technology

Subcategory: Computer Operator

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Interim Secret

Clearance Level Must Be Able to Obtain: Secret

Potential for Remote Work: No

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

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.