Communications Support Analyst - Junior

SAIC; Vancouver (WA); On-site; USD 34,000 - 40,000; Full time

Job summary

Join a dynamic team at a leading technology integrator where you'll be the first point of contact for customer support. As an IT Service Desk Technician, you'll engage with a diverse clientele, providing essential technical assistance and ensuring a smooth user experience. This role demands strong communication skills and a knack for problem-solving as you handle inquiries and resolve issues using tools like ServiceNow and Microsoft Teams. With a commitment to innovation and service, this established industry player offers you a chance to grow your career in the fast-paced IT sector while making a real difference in people's day-to-day operations.

Qualifications

• Must have a High School diploma and be a U.S. citizen or green card holder.
• Ability to learn new software and follow technical documentation.

Responsibilities

• Provide first-tier support for customers via various communication channels.
• Document all customer interactions and troubleshooting steps professionally.

Skills

Creative problem-solving

General technical aptitude

Strong communication skills

Multitasking

Education

High School diploma

Tools

ServiceNow

Microsoft Teams

Microsoft Office/365

Job description

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We are currently seeking a motivated customer-oriented person looking to begin a career in the fast-paced and exciting IT industry.

At the Western Federal Lands Highway Division, our IT Service Desk Technicians are the first face in customer service, representing both SAIC and our federal customer, the United States Department of Transportation. A strong candidate for this role will have a winsome personality that can address the needs of customers while easing their stress. The position requires creative problem-solving skills, general technical aptitude, being well organized, the ability to multitask, and strong communication skills. Candidates must also be able to learn how to use new software, leverage vendor support, conduct web searches to locate required information, follow technical documentation, and create new technical documentation as needed.

Core Duties and Responsibilities

• Provide first-tier support for all customers via Microsoft Teams, emails, phone calls, and in-person for walk-in customers.
• Maintain ownership of pending tickets, and track and resolve tickets using ServiceNow or similar software.
• Document all calls, customer communications, and troubleshooting steps performed in a detailed professional way using proper grammar.
• Prioritize workload by measuring user impact and time-sensitivity.
• Provide escalation and routing for complex issues and requests to Subject Matter Experts within the organization.
• Set up customer workstations, including: computers, docking stations, monitors, keyboards, and other peripherals.
• Provide support for Microsoft Office/365 applications.
• Install software and run repair processes.
• Follow all IT and security policies that are set by SAIC and the federal customer.
• Lift up to 40 pounds unassisted.
• Other duties as assigned.

Qualifications

Requirements:

• Must have a High School diploma.
• Must be able to work physically on-site at the Western Federal Lands Highway Division facility in Vancouver, Washington five days per week, eight hours per day.
• Must be able to pass a background investigation and gain a Public Trust Determination.

Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and who has the ability to obtain a Public Trust determination.

Target Salary Range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Overview

SAIC is a premier Fortune 500 technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission-critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

Please apply through the internal career site here >