Help Desk Technician

Saic; Las Cruces (NM); On-site; USD 80,000 - 110,000; Full time

Job summary

SAIC seeks a Help Desk Technician to join our team of diverse individuals. This role requires an active Top-Secret Clearance with Polygraph and can be supported from a Customer Site in Chantilly, VA; Aurora, CO; Las Cruces, NM; or the UK.

You will work to resolve technical problems and queries by telephone, email, and self-service tickets, diagnose and route issues to SMEs, maintain records, and train users with live sessions both in-person and virtual.

Qualifications

• 5+ years of experience working directly with Information Technology.
• Ability to collect actionable information from a non-technical community.
• Excellent communication skills, both written and verbal.
• Excellent customer services.

Responsibilities

• Diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Route calls and/or tickets to subject matter experts, when necessary.
• Maintain and update records and tracking databases.
• Alert management to recurring problems and patterns of problems.
• Maintain and improve training materials for the system and host live training sessions both in-person and virtual.

Skills

IT experience

Info gathering

Communication skills

Customer service

Education

Bachelor's Degree in related field

Tools

Archibus

Job description

Description

SAIC is seeking a Help Desk Technicianto join our team of diverse individuals.

This position requires an active Top-Secret Clearance with Polygraphand can be supported from a Customer Site in: Chantilly, VA; Aurora, CO; Las Cruces, NM; or the UK.

As part of a team maintaining an information management system (IMS), youwill work to resolve technical problems and answer queries by telephone, email, and self-service ticket. Additional responsibilities include:

• Diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Route calls and/or tickets to subject matter experts, when necessary.
• Maintain and update records and tracking databases.
• Alert management to recurring problems and patterns of problems.
• Maintain and improve training materials for the system and host live training sessions both in-person and virtual.

Qualifications

Required Qualifications

• Active TS/SCI with Poly
• Bachelor's Degree in related field and 9 years related experience. Note: Additional professional experience may be substituted in lieu of a degree.

Required Skills

• 5+ years of experience working directly with Information Technology.
• Ability to collect actionable information from a non-technical community.
• Excellent communication skills, both written and verbal.
• Excellent customer services.

Desired Skills

• Bachelor's degree in related field.
• Experience working with web technologies, such as HTML,CSS, JavaScript, PHP, JSP, etc.
• Security+ certification.
• Experience within the facility management or facility project management.
• Experience with the design, upgrade, and/or sustainment of networks or IT applications.
• Experience with Archibus.