SAIC Job - 32309677 | CareerArc
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Company: SAIC
Location: Honolulu, HI
Career Level: Associate
Industries: Technology, Software, IT, Electronics



We are currently seeking a motivated, career and customer oriented Enterprise Service Desk Agent to join our team in Ft. Shafter to begin an exciting and challenging career with SAIC. 
Role Summary:  - Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers.  - Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products.  - Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to higher level of expertise within organization. Role Purpose: - The Level 1 Service Desk Agents will be required to support SAIC Clients and meet contractual service levels by providing a high level of customer service and Tier 1 customer support.  - They will be required to clearly articulate customer requirements and interface with a variety of second level teams and third party service providers.  - The Level 1 Agent will deal with all calls to the Service Desk that can be varied and complex requiring a wide range of technical knowledge and interpersonal skills to assist, diagnose and or resolve issues.  - The Level 1 agent will also be required to assist with managing escalated customer issues and creation of updates to process and procedure documentation as required. 
Key Responsibilities:   - 1st Level telephone contact support.  - Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.  - Ability to resolve problems with or without remote tools.  - Consistently achieve First Contact Resolution performance metric.  - Accurately document calls and cases.  - 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.  - Understanding of SLA requirements for the client. - Assist in cross training and communicate quick fixes.  - Manage time and workload to meet predetermined service levels.


Education / Certification Requirements:  - Windows 10 or MCP certification Currently meet Dod 8570 certification requirements such as A+, Net+ Security+.  - High School Diploma or equivalent and minimum 12 months of IT Service Desk experience Working knowledge of data and voice network concepts  **Ability to provide technical support in Japanese highly desirable

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