Helpdesk Support - Fort Huachuca, United States - SAIC

Description

SAIC is seeking a Tier 1 Helpdesk, onsite, at Ft Huachuca, 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 customers 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

Qualifications


REQUIRED 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, CCNA, 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.