Help Desk Analyst (Job Number:402147)
Description:
SAIC has a position for a Help Desk Analyst located in Oak Ridge, TN. This position is responsible for IT Help Desk technical support for 6000+ customers of varying skills/job functions using a wide range of IT resources and services. Responsible for taking inbound customer support inquiries as well as initiating outbound customer contact in support of problem resolution and service requests received and documented in the help desk ticketing system. The support provided includes technical, non-technical support and account management support. Main job duties are:
- respond to requests for technical assistance via phone, electronically, or in person
- diagnose and resolve technical computer and software issues
- research questions using available information resources
- advise user on appropriate action for problem resolution
- follow prescribed help desk procedures and strictly adhere to customer site policies
- log and clearly document all help desk customer interactions, questions, and resolutions
- route problems as appropriate to other service providers
- identify, prioritize and escalate situations as appropriate
- track and status problems and customer service requests
- stay current with technical environment information, changes and updates
The job position currently requires business hours support based on 4x10 hour shifts Mondays-Thursdays with shifts typically within the 5:30am-6:30pm time period, and may also include some scheduled Friday shifts. Also in future the help desk core hours and service days may be expanded to provide broader coverage.
Qualifications
:
DESIRED SKILLS & ABILITIES:
-- Basic technical knowledge of computers, networks, cyber security, and general IT environments
-- Demonstrated working knowledge of fundamental operations of computer software and applications including Windows 7 and XP, Office 2010, Outlook, IE, Lync, Firefox, Adobe products, Cisco VPN, Citrix, Remote Desktop sessions, Entrust, and general application troubleshooting procedure.
-- Experience with Remedy help desk ticketing application, and use of SCCM tools
-- Knowledge and familiarity with customer service support best practices
-- Greet customers warmly, be an excellent listener, and possess good logic and reasoning skills
--Excellent communication skills both verbal and written, and able to clearly communicate technical issues and resolutions in layman terms as required
-- Be reliable and productive in working independently with customers one-on-one via phones
-- Be a proven team player dedicated to providing top level, positive customer service delivery
-- Have a strong work ethic, be committed to customer success in their use of IT, and demonstrate a passion to ensure high customer satisfaction
-- Ability to work effectively and handle multiple concurrent tasks in a fast paced, demanding business setting
-- Ability to remain calm and composed under stressful conditions
EDUCATION and EXPERIENCE:
Technical, Associates or Bachelor degree in appropriate field, or commensurate 2-5 years professional IT customer support experience, is highly desirable. Professional IT certifications are also desirable.
OTHER:
This position requires US citizenship.
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va.. For more information, visit www.saic.com.
Job Posting: Mar 6, 2014, 5:01:32 PM
Primary Location: United States-TN-OAK RIDGE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time
Description:
SAIC has a position for a Help Desk Analyst located in Oak Ridge, TN. This position is responsible for IT Help Desk technical support for 6000+ customers of varying skills/job functions using a wide range of IT resources and services. Responsible for taking inbound customer support inquiries as well as initiating outbound customer contact in support of problem resolution and service requests received and documented in the help desk ticketing system. The support provided includes technical, non-technical support and account management support. Main job duties are:
- respond to requests for technical assistance via phone, electronically, or in person
- diagnose and resolve technical computer and software issues
- research questions using available information resources
- advise user on appropriate action for problem resolution
- follow prescribed help desk procedures and strictly adhere to customer site policies
- log and clearly document all help desk customer interactions, questions, and resolutions
- route problems as appropriate to other service providers
- identify, prioritize and escalate situations as appropriate
- track and status problems and customer service requests
- stay current with technical environment information, changes and updates
The job position currently requires business hours support based on 4x10 hour shifts Mondays-Thursdays with shifts typically within the 5:30am-6:30pm time period, and may also include some scheduled Friday shifts. Also in future the help desk core hours and service days may be expanded to provide broader coverage.
Qualifications
:
DESIRED SKILLS & ABILITIES:
-- Basic technical knowledge of computers, networks, cyber security, and general IT environments
-- Demonstrated working knowledge of fundamental operations of computer software and applications including Windows 7 and XP, Office 2010, Outlook, IE, Lync, Firefox, Adobe products, Cisco VPN, Citrix, Remote Desktop sessions, Entrust, and general application troubleshooting procedure.
-- Experience with Remedy help desk ticketing application, and use of SCCM tools
-- Knowledge and familiarity with customer service support best practices
-- Greet customers warmly, be an excellent listener, and possess good logic and reasoning skills
--Excellent communication skills both verbal and written, and able to clearly communicate technical issues and resolutions in layman terms as required
-- Be reliable and productive in working independently with customers one-on-one via phones
-- Be a proven team player dedicated to providing top level, positive customer service delivery
-- Have a strong work ethic, be committed to customer success in their use of IT, and demonstrate a passion to ensure high customer satisfaction
-- Ability to work effectively and handle multiple concurrent tasks in a fast paced, demanding business setting
-- Ability to remain calm and composed under stressful conditions
EDUCATION and EXPERIENCE:
Technical, Associates or Bachelor degree in appropriate field, or commensurate 2-5 years professional IT customer support experience, is highly desirable. Professional IT certifications are also desirable.
OTHER:
This position requires US citizenship.
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va.. For more information, visit www.saic.com.
Job Posting: Mar 6, 2014, 5:01:32 PM
Primary Location: United States-TN-OAK RIDGE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time