Technical Helpdesk

SAIC is hiring for a Technical Helpdesk to support the US Army’s Army Enterprise Service Desk (AESD) team in Honolulu, HI to resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.

NOTE

This Helpdesk operates 24/7/365 - shift is based on coverage needed.

This position can support ~$53k+ (dependent upon education and experience)

JOB DESCRIPTION

• Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
• Diagnose, identify, isolate, and analyze problems utilizing historical database records
• Respond to customer support requests in a fast, efficient and friendly manner
• Resolve customer incidents and requests if able or assign to higher tiers
• Route calls to product line specialists, application, or system support specialists
• Escalate complex problems to higher level of expertise within organization
• Document all customer interactions within a ticketing system
• Alert management to recurring problems and patterns of problems
• Provide customers with a reference number for their incident/request

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma or GED and 0-1+ years of related experience with relevant certification
• Familiar with Windows environment
• Basic understanding of networking concepts and protocols
• Experience with Microsoft Office Suite
• Knowledge on how to query and tailor reports from a database
• Strong Oral and written communication skills
• Customer Service orientated

REQUIRED CLEARANCE

• 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

REQUIRED CERTIFICATION

• Ability to obtain a DoD 8570 IAT Level I or higher certification, prior to start, such as A+CE, Network+ CE, Security+ CE, CASP+ CE, etc