Tier I Service Desk Technician
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HUNTSVILLE, AL 35808
SAIC is currently seeking motivated, career and customer oriented Tier I Service Desk Tech , interested in joining our team.
In this role you will provide initial level support for basic customer needs. This includes phone and email requests in support of Unified Collaboration (UC) and Video Teleconferencing (VTC) scheduling. Other support includes first call resolution of basic customer issues.
+ Professionally handles customer issues and requests.
+ Supports our customers’ IT and Unified Communications scheduling and issues.
+ Gathers the customer’s information, analyzes the symptoms and figures out the underlying problem.
+ Records requests or issues in the tracking system and adds solutions to knowledge management tool.
+ Handles 70-80% of requests and issues before escalating to Tier II.
+ Associates and 1 year of experience providing Help Desk Support or a HS Diploma and 2 years of experience providing Help Desk Support.
+ Good oral communication skills.
+ Experience in using service delivery support software packages such as CA, ServiceNow, or BMC Remedy.
+ Experience working with Federal government customers in support of delivery information technology services.
+ Knowledge of Microsoft Outlook/Exchange scheduling.
+ Microsoft SharePoint experience.
SAIC 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