Job ID: 2303602

Location: REMOTE WORK, TN, US

Date Posted: 2023-03-14

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: Yes

Description

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.

You will be part of the Tier 2 Remote Support team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user base which spans the globe in support of the US and its interests abroad. In this role you interact with end-users to provide second level or Tier 2 technical support to resolve, track, and manage technical problems within Remedy.

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 3 technical teams, or to identify the need for hardware replacement, if unable to resolve requests on contact.
• Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
• Performs installation of various software applications onto end-user PCs via existing processes.
• 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 Remedy ticket processes to document actions taken.

Qualifications

Required Skills and Experience:

• Associates degree related to Computer and Information Technology; Or, High School degree and two (2) years of sufficient technical expertise or certifications.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
• Must be willing to work effectively within a team environment in a fast-paced support role.
• Must be able to obtain a Public Trust clearance.

Desired Skills and Experience:

• Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.
• IT Certification(s)
• HDI Certification(s)

Target salary range: $35,001 - $45,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.