Job Requirements
Remote
Secret Polygraph Unspecified
Career Level not specified
$40,001 - $80,000
Job Description
Description
SAIC is seeking a Service Desk Level II that will provide support to Service Desk Level I agents. Be the point of contact for Army customers providing first line IT support, for a variety of software and hardware issues/requests via phone, chat, or self-service.
This position is 100% remote (work from home).
The Service Desk Level II will be responsible for but not limited to the following duties:
Qualifications
Required Education:
Required Clearance:
Required Skills:
Required Certifications:
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC is seeking a Service Desk Level II that will provide support to Service Desk Level I agents. Be the point of contact for Army customers providing first line IT support, for a variety of software and hardware issues/requests via phone, chat, or self-service.
This position is 100% remote (work from home).
The Service Desk Level II will be responsible for but not limited to the following duties:
- The program has an excellent Knowledge Base that must be used as it outlines the steps towards resolution as well as the documentation requirements for specific types of tickets
- Army Enterprise Service Management Platform (AESMP) is the ITSM platform used by the Army to route "Tickets" (Case, Incident, SCTASK, etc.) between resolvers and the documentation in the ticket is a government record. Professionalism is a must as it is complete and detailed notes pertaining to the work performed to support the customer
- Maintaining Army (IT Level 1 8570) and SAIC compliance training as well as the CompTIA Sec+ continuing education units, ITIL 4 Foundation continuing education, and DoD secret clearance must remain active
- Be available to work on your assigned schedule which are managed within AESMP Workforce Optimization and will be published two weeks in advance unless under emergent conditions
- Work life balance is very important to the program's leadership; we support schedule changes as needed but the needs to the business must be met
- Review the Agent Dashboard during EOS to ensure there have no tickets pending
- Follow up on tickets placed On Hold Awaiting Customer Information or On Hold Awaiting Vendor (Ex. DISA Escalations)
- Properly documenting the customer's request in the ticket work notes
- Read and understand knowledge articles to provide accurate information to agents and customers
Qualifications
Required Education:
- High School Diploma and zero (0) years of experience
Required Clearance:
- Must possess an active Secret security clearance with the ability to maintain; US Citizenship required
Required Skills:
- ITIL Foundation v4
Required Certifications:
- CompTIA A+ or higher
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
group id: 10111346
