Technical Helpdesk

SAIC is hiring for a Technical Helpdesk to support the US Army’s Army Enterprise Service Desk (AESD) team in Honolulu, HI. This role resolves 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.

This is a hybrid remote opportunity. The Helpdesk operates 24/7/365, with shifts based on coverage needs.

Responsibilities

• 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 levels of expertise within the 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

Requirements

• 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 of how to query and tailor reports from a database
• Strong oral and written communication skills
• Customer service-oriented
• Must be a current US Citizen
• Must be able to obtain a full Secret Clearance; Interim Secret required prior to start (SAIC will assist in obtaining)
• Ability to obtain a DoD 8570 IAT Level I or higher certification prior to start (e.g., A+ CE, Network+ CE, Security+ CE, CASP+ CE)

Pay

Target salary range: $40,001 – $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.