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Service Desk Agent II

Company: SAIC
Location: Broomfield
Posted on: February 21, 2021

Job Description:

Description SAIC is hiring for Service Desk Agent II 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 one year related experience; Or, High School and two (2) years of related experience with relavent certification. SECURITY+ certification necessary within 3 months of job acceptance. Must have a Secret Clearance or ability to obtain Interim Secret prior to starting Target salary range: $35,001 - $45,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

My SAIC Benefits . - provided by Dice

Keywords: SAIC, Broomfield , Service Desk Agent II, Sales , Broomfield, Colorado

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