Description
Description
SAIC is seeking Help Desk Agents to provide Tier 1 support for the Air Force, Air National Guard, and Air Force Reserve personnel for the United States Air Force Agency for Modeling and Simulation (AFMS) program.
Target salary is $45-50k and requires an active Secret Clearance.
SAIC is a dynamic and innovative technology company at the forefront of data-driven solutions. Our mission is to empower businesses with robust and scalable database systems that drive efficiency, insights, and growth. As a leading provider of database solutions, we are committed to delivering excellence and staying ahead of industry trends.
AFMS is the premier agency responsible for implementation, integration, and development of Modeling and Simulation (M&S) and training and analysis standards that support the United States Air Force (USAF), Department of Defense (DoD), and mission partners requiring these capabilities to support the Warfighter in full-spectrum operations.
In this role, you will provide remote support to users for program application/software issues and problems. Receive emails from end users to input end user incident information into the program's ticketing application, diagnose issues, recommend Tier 1 level solutions, and provide follow-up. Possess an entry level experience and understanding of the learning management system. Use a standardized problem management database and service desk ticketing system.
This job includes shift work. The hours of operation are:
Monday through Friday, 8:00 AM to 5:00 PM Central Time
Duties/Tasks and Responsibilities:
Make the first initial contact with users upon ticket submission.
Gather necessary information to understand the issue effectively.
Interact with the Tier 2 and 3 Information Technology team and Application Development team to restore service and/or identify and correct the core problem.
Simulate or recreate user problems to resolve operating difficulties.
Record all user inquiries and their resolutions, as well as service requests in the ticketing system.
Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.
Qualifications
Required Qualifications:
Must be a US Citizen and possess a US Secret clearance.
Bachelor's and 0 Years or relevant years of experience in lieu of degree
Minimum of 6 months previous experience in providing Service Desk services.
Ability to troubleshoot and effectively communicate with other team members.
Must be detail-oriented and be able to think independently.
Ability to track and monitor tasks to completion.
Excellent decision making and problem-solving skills.
Must be team oriented and professional.
Excellent customer service and communication skills.
Must have a collaborative approach and team player attitude.
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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