Technical Helpdesk

Description

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 is a hybrid remote opportunity. 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

Qualifications

REQUIRED EDUCATION AND EXPERIENCE :

REQUIRED CLEARANCE :

REQUIRED CERTIFICATION :

Target salary range : $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.