Service Desk Agent II
Company: SAIC
Location: Broomfield
Posted on: February 21, 2021
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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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