Description: This remote position can be worked anywhere in the United States.
In order to assist the Federal Aviation Administration Integrated Service Center (FAA ISC), SAIC is seeking outstanding IT candidates to join our Defense & Civilian Sector. SAIC is a pioneer in providing IT Service Management (ITSM) that is focused on improving customer service and utilizing processes and strategies to prioritize timely IT services and support.
As a member of the Service Desk team, you will be in charge of taking calls from the FAA’s global employee and non-employee user base in support of the United States and its interests abroad. You interact with end users in this role to support, resolve, track, and manage technical ServiceNow issues. This is a 365-day a year environment.
Responsibilities:
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communicates effectively with customers via chat, email, and phone to ensure excellent service.
resolves account, operating system, software, application, desktop, and network issues to promptly restore service.
resolves technical issues, ensures that issues are resolved in accordance with FAA instructions, and documents the steps taken in troubleshooting and resolution.
gathers and records relevant data for appropriate escalation to level 2 technical teams when requests cannot be resolved upon initial contact.
provides assistance for enterprise-wide customer applications and PC Computer off-the-shelf (COTS) products.
works on the development of processes and documentation to improve the technical support staff’s ability to detect and resolve issues, and makes suggestions for updates to the knowledge base by creating documentation that describes the issues encountered and their solutions.
uses the ticket processes in ServiceNow and ITSM to record the actions taken.
Skills and experience that are required:
an associate’s degree in computer and information science; or a high school diploma and up to two years of relevant experience in customer service or technical work.
Must have excellent problem-solving skills, be trustworthy, outgoing, and optimistic.
In this fast-paced support position, you must be willing to work well in a team.
The candidate must be a citizen of the United States or hold a green card and have lived in the country for at least three years and be able to gain public trust.
Desired Experience and Skills:
Knowledge of supporting Microsoft Office 2016 and later, Windows 7 through 10, Active Directory, networks, and other off-the-shelf products
Pay range for your goal: Up to $40,000. Based on experience and other factors, the displayed estimate represents the typical salary range for this position.
There is no application deadline for SAIC. Applications are accepted continuously.
Policy on Covid: There are no COVID-19 vaccinations or boosters required for SAIC. When work is done at a customer site, vaccination requirements must be followed.
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