Address
Form of workJob Description
Description
SAIC opening for a LeadCustomer Service Engineer will be required to respond to end-user requests for assistance in the operation and functionality of their computing systems, peripheral and other devices. The candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 and Tier 2 trouble tickets. The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance, or engineering support team. The candidate must possess effective communication skills, have an attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel.
This role is 100% remote based in Austin, TX!
The key responsibilities for this position include:
- Experience with Audio Visual equipment is a must
- Installation of the electronic, hardware, and wiring components of audio-visual systems
- Provide excellent Customer Service experience.
- Ability to work in a team environment
- Provide technical assistance with computer software
- Perform both Hardware and software installation, configurations, and updates
- Knowledge of Windows 10 and MS Office Suite 365 including Microsoft Teams
- Provide routine IT customer support in maintaining computing systems, printers, and other peripherals
- Ability to multi-task
- Analyze and report on daily ticket resolution to a 95% weekly ticket closure rate
- Troubleshooting of basic IT services as needed and assisting customers with reported issues
- Daily use of ticketing system
- Deals with a wide range of hardware and network technology issues in a high-volume, fast paced environment
- Responsible for all assigned trouble tickets from creation to resolution
Qualifications
Required Education and Experience:
- Bachelor's degree in information systems/Technology, or other analytical or technical discipline preferred, and 0 years of experience required; 5+ years of experience highly preferred.
- 1+ years of experience as team lead highly preferred
- (8-years of relevant experience may be substituted for education)
- Ability to obtain and maintain a Public Trust security clearance based on the Department of Veteran Affair’s regulations
Required Skills:
- Experience providing IT support to end-user communities in a hybrid on site & remote work environment.
- Experience working with help or service desk trouble ticket reporting systems preferred.
- Excellent Customer Service and communications skills required.
- Experience with Windows 10 and MS Office Suite including Microsoft Teams
- Customer Service Skills
- Ability to take initiative.
- Excellent attention to detail
- Ability to learn quickly
- Demonstrable troubleshooting and problem resolution skills for hardware and software
- Creating and updating processes and procedures
Required Qualifications:
- Strong verbal and written communication skills.
- Attention to detail and excellent Customer Service.
- Ability to work well in a team environment.
- Capable to work under pressure, handle multiple tasks simultaneously.
- Experience providing services to the federal government and/or the Dept. of Veterans’ Affairs is preferred.
Target salary range: $45,001 - $55,000. 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.
Overview
SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
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 $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
