Help Desk Technician - TS/SCI Poly, IMS Support & Training

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

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.