Service Desk Level II Job Listing at SAIC in Remote Work, FL (Job ID 2610860)

Description

Description

SAIC is seeking a Service Desk Level II that will provide support to Service Desk Level I agents. Be the point of contact for Army customers providing first line IT support, for a variety of software and hardware issues/requests via phone, chat, or self-service. 

This position is 100% remote (work from home). 

The Service Desk Level II will be responsible for but not limited to the following duties: 

• The program has an excellent Knowledge Base that must be used as it outlines the steps towards resolution as well as the documentation requirements for specific types of tickets 

• Army Enterprise Service Management Platform (AESMP) is the ITSM platform used by the Army to route “Tickets” (Case, Incident, SCTASK, etc.) between resolvers and the documentation in the ticket is a government record. Professionalism is a must as it is complete and detailed notes pertaining to the work performed to support the customer 

• Maintaining Army (IT Level 1 8570) and SAIC compliance training as well as the CompTIA Sec+ continuing education units, ITIL 4 Foundation continuing education, and DoD secret clearance must remain active 

• Be available to work on your assigned schedule which are managed within AESMP Workforce Optimization and will be published two weeks in advance unless under emergent conditions 

• Work life balance is very important to the program's leadership; we support schedule changes as needed but the needs to the business must be met 

• Review the Agent Dashboard during EOS to ensure there have no tickets pending 

• Follow up on tickets placed On Hold Awaiting Customer Information or On Hold Awaiting Vendor (Ex. DISA Escalations) 

• Properly documenting the customer's request in the ticket work notes 

• Read and understand knowledge articles to provide accurate information to agents and customers. 

Qualifications

Required Education:

• High School Diploma and zero (0) years of experience 

 

Required Clearance: 

• Must possess an active Secret security clearance with the ability to maintain; US Citizenship required. 

 

Required Skills: 

• ITIL Foundation v4

 

Required Certifications:

• CompTIA A+ or higher

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

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