Service Desk Team Lead Job Listing at SAIC in REMOTE WORK, TN (Job ID 2509867)

Description

Description

SAIC is hiring a Team Lead to support our Digital Workspace ITO Service Desk

RESPONSIBILITIES:

• Provide technical leadership for call handling & clear communication, diagnosing & troubleshooting, and time management.
• Provide front line technical support to local and remote users via calls, chat, and email support.
• Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issues.
• Support commercial and customer specific applications and software.
• Support operating system and internet browser issues.
• Support desktops, laptops, mobile devices, printers, scanners, and other hardware.
• Support wired and wireless network connections.
• Support network infrastructure issues affecting end users.
• Assist with password resets and account unlocks.
• Assist with set up, installation, and configuration of hardware and software.
• Diagnose, isolate, and resolve issues with network connectivity.
• Handle majority of requests without additional assistance, following established procedures and using available knowledge base and support tools provided to follow issues through to a proper resolution.
• Assist with creating and updating documentation, written instructions, and knowledge base articles.
• Utilize ITSM incident tracking systems to create, work, and resolve tickets.
• Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes.
• 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 procedures.
• Additional responsibilities may vary depending on the contract and position.

Qualifications

REQUIRED SKILLS/EXPERIENCE:

• Bachelor's in an IT related field and 2 years+ of relevant IT Support experience. Additional experience in lieu of education may be considered.
• Must be a U.S. Citizen and be able to obtain Public Trust clearance.
• Prefer 1-3 years of relevant experience in a high-paced customer service/ support environment. 
• Ability to work from home with consistent and safe work conditions (workspace, high-speed Internet, compatible Windows computer, etc.).
• Availability to work flexible hours in a 24x7x365 environment.
• Ability to work independently and within a team environment.
• Possess excellent communication skills, be dependable, outgoing, and positive with excellent problem-solving skills.
• Proven hardware/software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations.
• Proven experience providing effective and professional written & verbal communication, addressing moderately complex technical issues, ideas, and results via telephone, email, and chat.
• Demonstrated commitment and ability to provide excellent customer service and ability to collaborate effectively and Experience with common software and operating systems.
• Knowledge of IT support Best Practices, IT concepts/practices and comprehensive knowledge of personal computers.
• Experience supporting Microsoft 365 Suite tools, Office (2007 and later), and Windows 10 OS in an enterprise environment.
• Experience with account administration and password resets in a Microsoft Active Directory and or Microsoft Entra ID (Azure AD) environments.
• Proficiency using and supporting common corporate applications, browsers, networks, VPN/remote access, and antivirus software. 

DESIRED SKILLS:

• Microsoft Active Directory, Entra ID (Azure Ad), and DFS experience, PowerShell.
• ITIL v3 or v4 Foundations
• Microsoft Exchange Server-based email using Outlook, Office 365 administration.
• Technical certifications such as A+, N+, MCP, MCSE, CCNA
• Technical writing, editing, and initial drafting.
• Knowledge of help desk software and tools
• Mobile device support (Android and Apple).
• Web-based application support and development.

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

 Apply on company website