Service Desk Agent IV
Company: SAIC
Location: Broomfield
Posted on: February 18, 2021
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Job Description:
Job ID:
212252
Location:
BROOMFIELD
,
CO
,
US
Date Posted: 2021-02-12Category: Information TechnologySubcategory:
Technical SupportSchedule: Full-timeShift: Day JobTravel: NoMinimum
Clearance Required: Interim SecretClearance Level Must Be Able to
Obtain: SecretPotential for Remote Work: No
Description SAIC is hiring Service Agent IV located in Broomfield,
CO!
The Enterprise Service Desk (ESD) Specialist is the focal point for
end users to report incidents, submit service requests, seek
advice, obtain training, and register complaints 24/7/365. Provide
prompt, courteous, and high-quality end user support services to
the approximately 37,000 USACE customers located throughout the
Continental United States (CONUS) and Outside the Continental
United States (OCONUS).
Responsible for troubleshooting of tickets to quickly resolve Tier
1/2 issues for end users of USACE's internal infrastructure as well
as applications and systems owned by USACE. Ensure accurate triage,
categorization, documentation, prioritization, escalating, routing,
tracking, monitoring, transfers, and data integrity of all
applicable tickets. Ensure consistent incident, change, and problem
life cycle processing. Interface with end users via telephone
calls, chat, remote desktop, automated requests, electronic mail,
and other means. Interact with NOSC, 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
related experience; OR, High School and seven (7) years related
experience with relavent certification.
Must be able to obtain a Security+ certification within 3 months of
accepted offer
Must have a Secret security clearance or be able to obtain an
interim Secret prior to starting.
Target salary range: $45,001 - $55,000. The estimate displayed
represents the typical salary range for this position based on
experience and other factors.
SAIC 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 or 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, Broomfield , Service Desk Agent IV, Sales , Broomfield, Colorado
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