Service Desk Agent Tier I Job at SAIC
Job ID: 2306204-NORFOLK-VA
Location: NORFOLK, VA, US
Date Posted: 2023-05-03
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Rotating
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Description
The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365. Selected candidates will have the following duties/responsibilities:
- Provide prompt, courteous, and high-quality end user support services to DCSA out of Quantico Virginia
- Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of DCSA's internal infrastructure as well as applications and systems owned by DCSA.
- Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
- Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.
- Interact with other support center silos supporting, software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem.
- Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution.
- Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents.
- Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.
Qualifications
- AA Degree in related discipline and six (6) years' experience (or, High School and eight years of related experience with relevant certification)
- Experienced providing support and troubleshooting Tier 1/2 issues to completion
- Must be willing to travel when necessary
- Must have a valid drivers license
- United States citizenship required
- Active Secret Clearance required
Certification(s): Current DoD 8570 IA Baseline Certification, IAT Level II (Examples: Security+ CE, CCNA Security, CSA+, GIC SP, GSEC, SSCP)
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.
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