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Description

SAIC is hiring for a **Technical Helpdesk** to support the **US Army’s Army Enterprise Service Desk (AESD)** team in **Honolulu, HI** to resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.

NOTE: This is a hybrid remote opportunity. This Helpdesk operates 24/7/365 - shift is based on coverage needed.

This position can support ~$53k+ (dependent upon education and experience)

JOB DESCRIPTION:

+ Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures

+ Diagnose, identify, isolate, and analyze problems utilizing historical database records

+ Respond to customer support requests in a fast, efficient and friendly manner

+ Resolve customer incidents and requests if able or assign to higher tiers

+ Route calls to product line specialists, application, or system support specialists

+ Escalate complex problems to higher level of expertise within organization

+ Document all customer interactions within a ticketing system

+ Alert management to recurring problems and patterns of problems

+ Provide customers with a reference number for their incident/request

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

+ High School Diploma or GED and 0-1+ years of related experience with relevant certification

+ Familiar with Windows environment

+ Basic understanding of networking concepts and protocols

+ Experience with Microsoft Office Suite

+ Knowledge on how to query and tailor reports from a database

+ Strong Oral and written communication skills

+ Customer Service orientated

REQUIRED CLEARANCE:

+ 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

REQUIRED CERTIFICATION:

+ Ability to obtain a DoD 8570 IAT Level I or higher certification, prior to start, such as A+CE, Network+ CE, Security+ CE, CASP+ CE, etc

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

REQNUMBER: 2511165

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