Service Desk Agent

Description

We are currently seeking a motivated, career and customer oriented Service Desk Agent to begin an exciting and challenging career with SAIC.

Position Summary / Responsibilities:

In this role you will: Performs activities associated with installing, maintaining and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, and standard software at customer sites. May be directed by Help Desk, Service Desk or script using standard methods, techniques and tools. Assignments range in complexity from basic troubleshooting and repair to more difficult device repair.

Duties/Tasks and Responsibilities:

• Monitor and report on system data and alerts
• Resolve system issues through remote access to the deployed systems
• Provide on-call to support LBI/ITI applications in accordance with the terms of the contract
• Responsible for managing trouble tickets and key issues related to the ongoing operations of the program
• Track and resolve all issues presented by the customer through appropriate PMO chains as defined by the contract
• Work with the technical/software team to ensure that changes made to the solution improve the operational functionality at the ports as well as improve overall performance

This role will be a 3rd shift (9pm - 5:30am)

Qualifications

Required:

• BS degree and a minimum of 1 year of technical experience, or equivalent experience and education
• Must be able to obtain and maintain a DHS public trust
• Must have experience with hardware and software focusing on Windows embedded systems, Help Desk experience, or equivalent blend of education and experience
• Familiarity with network infrastructure
• Help Desk may be required to switch operations to 24/7 coverage would require shift work

Desired:

• A+ Certification

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.