Smart People Solving Hard Problems. The world's critical and intriguing problems demand solutions that are startlingly different. Where is this type of challenge and thinking to be found? At SAIC, the FORTUNE 500® scientific, engineering, and technology applications company that is working to solve problems of vital importance to the nation and the world.
The SAIC IT Service Desk is contracted as frontline support for all IT requests from the user base. The Service Desk's goal is to effectively and efficiently handle IT requests by ensuring quick and responsible resolution of issues at the first call level whenever possible. If an issue cannot be resolved by the Service Desk, it is Service Desk agent's duty to document the customer's symptoms and escalate the issue to the proper level of support.
Each agent working for the IT Service Desk has the dual role of customer service representative and technical support. Agents must possess qualities that allow them to balance these two roles. Service Desk agents will be expected to develop hardware and software troubleshooting skills needed in a network environment. Windows XP is the prominent operating systems on the network. However, we also support remote users who may or may not conform to the operating system standards of the system. We support the Microsoft Office suite versions XP, 2003, and 2007. This includes Outlook, Front Page, and Visio. In addition to the Microsoft software, SAIC also supports corporate software developed specifically for use by the user base. Although these applications are not fully supported, agents must develop a basic understanding of the hardware and software configurations for running such applications on the network. Other areas of support include users with remote access connectivity from home or a remote location via iPass dial-up or Cisco and Juniper VPN and terminal service to desktops. Agents are responsible for support of sites that do not conform to the network standards; support of network and desktop printing via NT, UNIX and MVS networks; support of mainframe applications, and mainframe printer and account management; and support of antivirus software configuration and use. Support is supplied over the phone, via email, and/or through remote access to the user's PC. Some training is provided.
A Service Desk agent must be willing to abide by policies and procedures in order to protect the integrity of the network and integrity of the and SAIC corporations. These policies govern the Service Desk's role in the distribution of software, user account management, and security privileges on the network and workstations. Agents must abide by these policies and procedures at all times. The security rights granted to an agent must be respected.
As the frontline support for IT, an agent's customer service skills are extremely important. Not only do the agents represent the Service Desk, but they also represent SAIC. Agents should be able to work gracefully under pressure and maintain a positive and professional attitude in an often fast-paced environment.
Ethical behavior is expected when communicating with user base and during remote connectivity to a user's PC. SAIC's code of business conduct is expected to be maintained at all times.
SAIC identifies Service Desk support staff Help Desk Support Staff as an hourly position which includes shift work that amounts to 80 hours over a 2 week pay period. Weekends, On Call and some holiday work are included in the schedule. Typical hours of operation are 6:00 am Central to 8:00 pm Central and a variety of shifts are used for coverage.
Education requirements include a high school diploma, although some schooling in computers is desired. No prior job experience is required.
Consider joining the ranks of SAIC's 45,000 employees who are committed to success and innovation. For immediate consideration, please submit your resume online. ©2009 SAIC. All rights reserved. Equal Opportunity Employer.
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