Service Desk Technician Jobs

Job ID: 2310233
Location: REMOTE WORK, TN, US
Date Posted: 2023-07-25
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Description
SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Department of Energy Office of Economic Impact and Diversity. SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.
You will be part of the Service Desk team, responsible for receiving incoming and making outgoing phone calls supporting users in navigating a Self- Service Portal. In this role you interact with end-users to support, resolve, track, and manage issues within ServiceNow. Junior, Mid-Level, and Sernior Level roles may be available.
This role is remote from anywhere within the US
Responsibilities:

• Uses ITSM and ServiceNow ticket processes to document actions taken.
• Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.
• Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.

Qualifications
Desired Skills and Experience:

• Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.

Required Skills and Experience:

• Mid Level Roles: Bachelor's degree in related discipline and five (5) years of related experience.
• Jr Level Roles: High School and three (3) years of related experience with relevant certification; or Bachelor's Degree in related discipline.
• Senior Level Roles: Bachelor's degree in related discipline and ten (10) years of related experience.

Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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.