Job Description
**Description**
SAIC is seeking multiple, **Tier 1 Helpdesk, onsite, at Ft Huachuca, AZ** to support the **US Army Enterprise Service Desk** to troubleshoot and remedy any Tier 1 Helpdesk issues such as email access and computer problems within a high-volume service desk environment.
**NOTE: This position will require weekdays, weekends, dayshifts, and nightshifts.**
**JOB DESCRIPTION:**
+ Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient, and friendly customer service
+ Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required
+ Resolve problems with or without remote tools
+ Accurately document calls and cases
+ Be aware of customer's time restraints and work within those time limits
+ Keep customer aware of resolution steps if ticket needs to be dispatched
+ Provide clients with problem reference numbers and request numbers
+ Enter all troubleshooting/resolution steps into the trouble ticket
+ Manage time and workload to meet predetermined service levels
**Qualifications**
**REQUIRED EDUCATION AND EXPERIENCE:**
+ High school diploma and one (1) year or more of related experience
+ Experience in a customer service or helpdesk role
+ Must be able to accommodate any of the three required shifts during weekdays and weekends such as:
+ 1st shift 6:00am - 4:00pm MST
+ 2nd shift 12:00pm - 10:00pm MST
+ 3rd shift 9:00pm - 7:00am MST
**REQUIRED CERTIFICATIONS:**
+ Must have a current DoD 8570 IAT I Level I certification or higher such as A+ CE, Network+ CE, CCNA, etc
**REQUIRED CLEARANCES:**
+ 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
REQNUMBER: 2505718
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability
Job Tags
Interim role, Shift work, Night shift, Weekend work, Day shift, Afternoon shift, Weekday work,
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