Service Desk Agent

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.

You will be part of the Service Desk team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user base which spans the globe in support of the US and its interests abroad.  In this role you interact with end-users to support, resolve, track, and manage technical problems within ServiceNow.

Shift is TBD.  Position is 100% remote.  

Responsibilities:

• Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.
• Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
• Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.
• Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact.
• Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
• Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.
• Uses ITSM and ServiceNow ticket processes to document actions taken.

Qualifications

Required Skills and Experience:

• High School degree and sufficient technical expertise or certification; or Associates degree related to Computer and Information Technology.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
• Must be willing to work effectively within a team environment in a fast-paced support role.

Desired Skills and Experience:

• Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.

Required Clearance:

• US Citizenship.
• Ability to obtain a Public Trust clearance.

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.