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Service Desk Agent II

Company: SAIC
Location: Broomfield
Posted on: April 3, 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 247365. 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 12 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, andor applications development teams to restore service andor identify and correct core problem. Tickets that require technical support or root cause determination that exceeds Tier 12 support capabilities are escalated to higher level support teams for expedient resolution. Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 12 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 Required Education and Experience AA Degree in related discipline and one year related experience Or, High School and two (2) years of related experience with relavent certification. Certification Requirement SECURITY+ certification required within 30 days of start date with SAIC. Clearance Requirement Secret Clearance or ability to obtain an interim Secret prior to starting. SAIC will assist with the processing of the interim clearance for the qualified candidate. Target salary range 35,001 - 45,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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

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