Technical Helpdesk

SAIC is hiring for a Technical Helpdesk to support the US Army’s Army Enterprise Service Desk (AESD) team in Honolulu, HI to resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.

NOTE: This is a hybrid remote opportunity.  This Helpdesk operates 24/7/365 - shift is based on coverage needed. 

This position can support ~$53k+ (dependent upon education and experience) 

JOB DESCRIPTION:

• Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures

• Diagnose, identify, isolate, and analyze problems utilizing historical database records

• Respond to customer support requests in a fast, efficient and friendly manner

• Resolve customer incidents and requests if able or assign to higher tiers

• Route calls to product line specialists, application, or system support specialists

• Escalate complex problems to higher level of expertise within organization

• Document all customer interactions within a ticketing system

• Alert management to recurring problems and patterns of problems

• Provide customers with a reference number for their incident/request

REQUIRED EDUCATION AND EXPERIENCE: 

• High School Diploma or GED and 0-1+ years of related experience with relevant certification

• Familiar with Windows environment

• Basic understanding of networking concepts and protocols

• Experience with Microsoft Office Suite

• Knowledge on how to query and tailor reports from a database

• Strong Oral and written communication skills

• Customer Service orientated

REQUIRED CLEARANCE: 

• Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain

• Must be a current US Citizen

REQUIRED CERTIFICATION: 

• Ability to obtain a DoD 8570 IAT Level I or higher certification, prior to start, such as A+CE, Network+ CE, Security+ CE, CASP+ CE, etc