Job Description

Description

SAIC is actively seeking a Helpdesk Support Technician to provide on-site technical guidance to users or customers including troubleshooting and solving issues with end-user devices and desktop applications.  They will support field operations including staff and customer support, incident resolution, and other support tasks in Austin, TX.

Responsibilities:

• Respond to technical service hardware requests and break/fix incidents
• Support Microsoft, HP and other notebook, desktops, and monitors
• Resolve end user questions or problems in the areas of functionality and technical troubleshooting.
• Take responsibility for additional follow-up as required to ensure service is fully restored.
• Ensures that the day to day field services operations meet SLAs and documents interactions and feedback.
• Ensure a high level of customer satisfaction throughout the service delivery transaction
• Follows procedures to ensure effective support coordination between IT Service Desk (Tier 1), Tier 2, and Tier 3 resources

Qualifications

Education Requirements:

• Bachelors degree and zero (0) years of experience; four (4) years of experience is accepted in lieu of a degree. 

Security Clearance:

• Must have the ability to obtain an Interim Secret Security Clearance to begin employment; must be able to obtain a Secret Security Clearance to maintain employment. 

Certification:

• DoD Approved 8140/8570 Baseline Certification for IAT Level I
• The ability to obtain Microsoft 365 Certified: Fundamental Certification (MS-900) within 60 days of hire.

Required Experience:

• Prior Helpdesk, Desktop Support
• Possess proficient analytical, problem solving and decision making skills 
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease 
• Excellent oral and written skills, with an ability to understand and predict customer behavior and response to communication

Desired Experience:

• Microsoft Intune Endpoint Management Services
• Help/Service Desk experience and ITIL v3/v4 (or equivalent), or HDI Support Center Analyst
• Knowledge of ServiceNow or equivalent platforms for IT Service Management and Delivery
• Network environments and equipment such as Cisco or equivalent technologies
• Mobile communications and Video-Teleconferencing

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