SAIC Technical Support III Job in Durham, North Carolina

Technical Support III (Job Number:427732)

Description:

Technical Support III positions provide front line customer support for various technical issues and questions; supporting users via multiple channels such as telephone calls, chat sessions, email communications, online requests, and automated notifications. The support person utilizes technical skills, historical records, a knowledgebase, and other available tools to diagnose, understand, isolate, and resolve issues. They are expected to achieve performance metrics as outlined by Service Desk management.

Technical Support personnel are expected to apply their job skills and SAIC and customer policies to complete a wide range of tasks. They must have excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to multi-task in a fast paced, high volume, technical team environment.

They communicate information effectively in both oral and written form and compose appropriate correspondence; adhere to and contribute to creating detailed operational procedures, training materials, and knowledge base articles. They are also responsible for alerting management to recurring problems and patterns of problems identified during the course of their work. They are expected to help improve the overall quality of service delivery and help provide value added customer services.

RESPONSIBILITIES:

  • Provide support for items such as:

  • Commercial and customer specific applications and software

  • Operating system and Internet browser issues

  • Desktops, laptops, mobile devices, printers, scanners and other hardware

  • Wired and wireless network connections

  • Perform basic set up, installation, and configuration of hardware and software

  • Conduct password resets and account unlocks

  • Provision general account administration activities

  • Utilize an incident tracking system to accurately create, work, and resolve tickets

  • Effectively determine when to escalate issues to specialist teams

  • Provide excellent customer service to the end user

  • Communicate with supervisors, peers, and end users to effectively solve issues

  • Follow all company and department policies and procedure

Qualifications:

REQUIRED SKILLS/EXPERIENCE:

  • AA Degree or program completion in related discipline (High School Degree and 5 years’experience will be considered.)

  • Minimum 3 years' related technical experience

PREFERRED SKILLS/EXPERIENCE:

  • Technical certifications (ie: HDI Support Center Analyst, CompTIA A+, Microsoft, Net +)

  • Working in a Support Desk environment

  • Providing excellent customer service

  • Providing effective and professional communication

  • Common software and operating systems

  • Ability to work independently and within a team environment

  • Ability to follow detailed procedures under stressful conditions

  • Availability to work flexible hours in a 24x7x365 environment

  • Teleworking capability strongly preferred (must have home work space, high-speed Internet, and compatible Windows computer)

SECURITY CLEARANCE:

  • Must be able to obtain Public Trust

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 provides systems engineering and integration offerings for large, complex projects. Headquartered in McLean, Virginia, SAIC has approximately 15,000 employees and annual revenues of about $4.3 billion.

EOE AA M/F/Vet/Disability

Job Posting: May 19, 2017, 11:33:43 AM

Primary Location: United States-NC-DURHAM

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Teleworking: No

Travel: Yes, 10% of the time

Shift: Day Job

Schedule: Full-time

Other Locations: United States-VA-ARLINGTON, United States-DC-WASHINGTON