Service Desk Agent
Company: SAIC Corporation
Location: Huntsville
Posted on: January 12, 2021
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Job Description:
Description We are currently seeking a motivated, career and
customer oriented Service Desk Agent to join our team to begin an
exciting and challenging career with SAIC.Description:Our Technical
Support Service Desk agents provide excellent customer service by
supporting a wide range of IT technical and network solutions.
Serving as the initial point of contact, you will gather and
analyze information about the user's issue to answer basic
questions about installation, operation, configuration,
customization, and usage of assigned products to determine the best
way to resolve their problem. Resolves technical problems and
answers queries by telephone or self-service ticket in support of
internal and/or outside customer computer hardware, software,
network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing
historical database records. May route calls to product line
specialists, application, or system support specialists. Solutions
include, but are not limited to, uninstalling/reinstalling basic
software applications, resolving username and password problems,
verifying proper hardware and software set up, resolving network
connectivity issues and troubleshooting email issues.Duties:---
Advanced point of contact for customers via telephone, email or
live chat to provide technical support of hardware, systems,
sub-systems and/or applications. --- Assists with navigating around
application menus, may be required to remote into customer's
computer. --- Troubleshoot network connectivity issues, working
with remote employees on a corporate network. --- Develops and
sustains a productive customer relationship, making the customer
and their needs a primary focus. --- Offers alternative solutions
where appropriate with the objective of retaining customers' and
clients' business. --- Escalates complex problems to the Remote
Support Engineering staff or Field Engineering when
appropriate.Qualifications Requirements:--- Must be US Citizen and
possess ability to obtain Federal Government Public Trust Clearance
prior to starting assignment--- AA degree in related discipline; or
HS degree and 2--years related experience with technical aptitude
for IT work.--- Previous computer technical support experience
preferred.--- Knowledge of Network troubleshooting, including
connectivity issues, locating IP or TCP/IP addresses, VPN software,
supporting remote users.--- Understanding of Active Directory to
unlock and reset passwords.--- Experience troubleshooting Windows 7
and 10 Operating systems.--- Ability to troubleshoot and resolve
email issues, specifically MS Outlook.--- Ability to communicate
clearly and professionally, both verbally and in writing.---
Outstanding customer skills, with the ability to empathize and
professionally troubleshoot and resolve customer's issues.HDI CSR
preferredITIL v 3 or v4 preferredOverviewSAIC is a premier
technology integrator solving our nation's modernization and
readiness challenges. Our offerings across defense, space,
civilian, and intelligence markets include high-end solutions in
engineering, IT, and mission outcomes. We integrate the best
components from our portfolio with our partner's ecosystem to
deliver innovative and effective solutions. We are 25,500 strong;
driven by mission, united by purpose, and inspired by
opportunities. Headquartered in Reston, VA, SAIC has annual
revenues of nearly $7.1 billion. For information, visit saic.com or
Working at SAIC for benefits details. SAIC is an Equal Opportunity
Employer empowering people no matter their race, color, religion,
sex, gender identity, sexual orientation, national origin,
disability, or veteran status. We strive to create a diverse,
inclusive and respectful work culture that values all.
Keywords: SAIC Corporation, Huntsville , Service Desk Agent, Sales , Huntsville, Alabama
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