Service Desk I

SAIC

About The Position

SAIC supports the Federal Deposit Insurance Corporation (FDIC) under the Information Security Services (ISS) contract, aiming to strengthen and safeguard the nation's banking system. This role is part of a team delivering cybersecurity, IT operations, and risk management services, supporting the FDIC's mission. The Service Desk I position involves providing continuous 24x7x365 monitoring and first-level technical support for all designated IT Services, ensuring timely incident and request handling, and maintaining a professional, customer-focused approach. SAIC is a Fortune 500 mission integrator, focusing on technology and innovation for defense, space, civilian, and intelligence markets, offering secure high-end solutions in mission IT, enterprise IT, engineering, and professional services. The company has approximately 24,000 employees and annual revenues of about $7.5 billion, headquartered in Reston, Virginia.

Requirements

Ability to provide first-line technical support for incidents and service requests.
Ability to follow established procedures, knowledge articles, and escalation paths.
Effective oral and written communication skills.
Ability to accurately document interactions, troubleshooting steps, and resolutions within an ITSM system.
Ability to escalate complex or unresolved issues.
Ability to support monitoring activities and respond to alerts or system notifications.
Ability to maintain awareness of supported technologies, products, and updates.
Customer-focused attitude, demonstrating politeness, helpfulness, and understanding.

Responsibilities

Provide continuous 24x7x365 monitoring and support for all designated IT Services.
Deliver first-level technical support, ensure timely incident and request handling, and maintain a professional, customer-focused approach in all interactions.
Provide first-line technical support for incidents and service requests across all operational hours.
Follow established procedures, knowledge articles, and escalation paths to resolve customer issues efficiently.
Communicate clearly and professionally with customers using effective oral and written communication skills.
Document all interactions, troubleshooting steps, and resolutions accurately within the ITSM system.
Escalate complex or unresolved issues to higher-tier support teams as required.
Support monitoring activities and respond to alerts or system notifications according to operational procedures.
Maintain awareness of supported technologies, products, and updates as defined in the training plan.
Uphold a customer-focused attitude, demonstrating politeness, helpfulness, and understanding in all interactions.