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Help Desk Agent IV - Clintwood, VA Job


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Help Desk Agent IV - Clintwood, VA Job

Help Desk Agent IV - Clintwood, VA Job

Date: Jul 5, 2018

Location: Clintwood, VA, US

Company: SAIC

Help Desk Agent IV - Clintwood, VA (Job Number:436346)



SAIC has an opening of a Help Desk Agent IV on an upcoming VA Information Technology Agency (VITA) Help Desk, located in Clintwood, Virginia. Our Help Desk is the 24x7x365 single point of contact for all Information Technology issues and requests from the VITA customers, and supports users at every skill level and background via telephone, chat, email, and direct ticket submission.

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Position should need minimal supervision. Work may be done without established procedures Extensive knowledge in specialized functions. A wide and comprehensive acquaintance with, and understanding of, both general and specific aspects of the job and their practical application to complex problems and situations ordinarily encountered.

Supervision Received: Minimal supervision. Work may be done without established procedures.

Required Experience:

- AA Degree in related discipline and six (6) years of related experience.

- High School or equivalent and eight (8) years of related experience will be considered in lieu of degree.

- US Citizen who must be able to pass both an SAIC and Commonwealth of Virginia background check.

Desired Experience:

- Minimum 6 years of experience with computer hardware/software support.

- Experience in desktop support, IT concepts, and help desk software.

- Hardware/software troubleshooting experience.

- Proven experience providing effective and professional communication addressing moderately complex technical issues via telephone, email, and person-to-person.

- Demonstrated customer awareness, strong written and verbal communication skills.

- Provide excellent customer service.

- Proven ability to think and troubleshoot logically, and act decisively in critical situations.

- Experience with Microsoft Office Products, Internet Explorer, and Windows.

- Preferred Technical certifications such as Security+, Net+, A+, MCP, MCSE, CCNA.

- Windows 7, Windows 10, IE 8 and IE 11, Terminal Services, VPN software, Microsoft and other commonly used commercial products (including Office 2010 Suite), strong Microsoft Outlook skills, remote access, Android and iOS support.

- Account administration, password reset experience.

CDI SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC¿s approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see ( My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: May 8, 2018, 9:22:28 PM
Primary Location: United States-VA-CLINTWOOD
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time

Nearest Major Market: Virginia

Job Segment: Telecom, Telecommunications, Cisco, Information Technology, Help Desk, Technology

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