DescriptionSAIC is seeking a Tier 1 Helpdesk, onsite, at Ft Huachuca 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
QualificationsREQUIRED 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
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.
REQNUMBER: 2404084-TUCSON-AZSAIC is a premier technology integrator, solving our nation’s most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability
Full-time