Service Desk Agent

SAIC • Oak Ridge, TN

19h • Remote

About The Position

SAIC is seeking outstanding IT candidates to join their Defense & Civilian Sector, supporting the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC focuses on customer-centric IT Service Management (ITSM) to improve service and leverage processes for timely IT services and support. This role is part of the Service Desk team, responsible for handling incoming and outgoing phone calls with FAA employees and non-employees globally. The agent will interact with end-users to support, resolve, track, and manage technical problems using ServiceNow in a 24x7x365 environment. SAIC is a Fortune 500 mission integrator providing secure high-end solutions in mission IT, enterprise IT, engineering, and professional services across defense, space, civilian, and intelligence markets. The company has approximately 24,000 employees and annual revenues of about $7.5 billion.

Responsibilities

• Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.
• Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
• Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.
• Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact.
• Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
• Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.
• Uses ITSM and ServiceNow ticket processes to document actions taken.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees