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 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

Qualifications

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

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.