Remote IT Service Desk Specialist II

SAIC; United States; Remote; USD 40,000 - 80,000; Full time

Benefits offered by this job

Remote work

Job summary

SAIC is seeking a Technical Support II to support the Judicial Council of California Judicial Branch Service Desk, handling Tier 1 problems via phone, email, or self-service tickets for hardware, software, network, access, and telecom systems.

This remote, full-time role supports US-based hours with rotating shifts; on-site coverage is not required. Strong customer service and ticket documentation are essential.

Qualifications

• High School Diploma or GED with 1–5+ years of related call center experience.
• USPV+ requirement to be completed during onboarding.

Responsibilities

• Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Diagnose, identify, isolate, and analyze problems utilizing historical ticket records and knowledge base.
• Respond to customer support requests to maintain Service Level Requirements (SLRs).
• Resolve customer incidents and requests or escalate to higher tiers.
• Escalate complex problems to higher level of expertise within organization.
• Document all customer interactions within a ticketing system.
• Alert management to recurring problems and patterns of problems.
• Provide customers with a reference number for their incident/request.

Skills

Customer service

Communication

Problem solving

Teamwork

MS Office

Windows 10

Windows 11

Teams

Education

High School Diploma or GED

Tools

ServiceNow

Azure Identity Management

Job description

SAIC is seeking a Technical Support II to support the Judicial Council of California Judicial Branch Service Desk, handling Tier 1 problems via phone, email, or self-service tickets for hardware, software, network, access, and telecom systems.

This remote, full-time role supports US-based hours with rotating shifts; on-site coverage is not required. Strong customer service and ticket documentation are essential.