Helpdesk Support

Job Description

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.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective and efficient solutions that are critical to achieving our customers' missions.
We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.