Job Description

Description

S AIC is looking for a Service Desk Agent for a outstanding opportunity to join our Defense & Civilian Sector in support of The United States Marshals Service (USMS). The Tier 1 agent is the first line of contact with the USMS customer base. 

16/hr no more or less- fully remote.

First point of contact to provide technical assistance over the phone, e-mail or chat. Successful candidate will demonstrate service excellence by providing high quality customer service to all customers and internal staff. Document customer issues via Requests or Incidents based off user’s need within ServiceNow. Perform remote troubleshooting using diagnostic techniques to determine the best possible solution available based on customer’s description of their issue. Effectively communicate and accurately walk customer through problem resolution process, while documenting troubleshooting steps taken in ticketing system. Ability to identify and suggest possible process improvements to support teams and management. Optimize troubleshooting procedures by identifying and contributing information needed for knowledge base articles, ticket templates and outage procedures. Develop and maintain a positive working relationship with other employees, management, and other internal departments/organizations. Collaborate with others to find best possible solutions and work on projects as assigned. Ideal candidate will be pro-active, detail oriented and able to work independently.

Responsibilities:

• Provides detailed solutions to end-users, using knowledge base articles/artifacts, on Windows, Office 365, and various customer operational/administrative applications.  Provides escalation and routing for complex issues and requests to Subject Matter Experts within the organization.  
• Documents all calls, customer communications, and troubleshooting steps performed in a detailed professional way using proper grammar.
• Maintains ownership of pending tickets to include following up with end-user and escalating if necessary.  
• Research customer concerns and find appropriate resolutions using robust Knowledge Bases.
• Follow all IT and security policies that are set by SAIC and USMS.
• Support fellow team members through our group communications.
• Must maintain computer equipment assigned and ensure all software and operating systems are updated when they are available.
• Complete trainings as they are assigned for both SAIC and USMS.
• Other duties as assigned.

Qualifications

Required:

• Associates degree in IT or related field is preferred, or High School and up to two (2) years of sufficient technical service experience supporting an IT service desk.
• Must be US Citizen and possess ability to obtain Federal Government Public Trust Clearance prior to starting assignment.
• Ability to obtain an HDI Certification within 6 months of employment.
• Ability to comply with and promote corporate IT policies.
• Candidates should possess excellent written and oral communication skills (accuracy and attention to detail required). Ability to utilize TEAMS, Email, ticketing system to communicate with the customer and support staff.
• Self-motivated and ability to work effectively within a fast-paced support team environment.
• Ability to troubleshoot Windows 10 and 11 operating systems along with standard issued applications. Knowledge of using and troubleshooting MS Office 365 and other Microsoft Office products essential. Experienced in troubleshooting network connectivity issues (including locating IP address) and VPN software to support remote users.
• One or more entry level relevant IT certifications preferred.

Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Job Tags

Remote work,

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