Description We are looking for an experienced, energetic and motivated Senior Help Desk Agent to join the SAIC team in Oak Ridge, TN. As a Help Desk Agent working for SAIC, you will have a fast moving, challenging, and highly rewarding position keeping our client's infrastructure running. Shifts Available
- 7am-4pm
- 12pm-9pm
- Combination of Shift work and on-call
Help Desk Agent duties and responsibilities: Possesses and applies comprehensive knowledge on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable. Applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision. Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Qualifications Required Education, Experience, & Certifications - Associate's degree and 9 years of experience or High School and 11 years of experience
- Bachelor's degree and 10 years of experience preferred
- Must obtain an HDI Support Center Certification by December 2021.
Required Clearance - ship and the ability to obtain a Public Trust Clearance
My SAIC Benefits.
