Technical Support 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

Technical Support II

Job ID: 2617259

Location: Remote Work, CA, United States

Date Posted: Sep 26, 2026

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-Time

Shift: Rotating

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: Remote

Benefits: Click here

Job Description

Description

SAIC is hiring for a Technical Support II (NT5202) to support the Judicial Council of California Judicial Branch Service Desk (JBSD) team to resolve technical problems (Tier 1) and answer queries by telephone, email, or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.

NOTE: This is a remote opportunity within the continental United States. Although this Service Desk operates 24/7/365 - this full-time position is based on customer's dedicated hours of operation between 9:30am - 9:00pm EST. Please note that the shifts will vary. We will have an opening, mid-day, and closing shift.

JOB DESCRIPTION:

• 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 in a fast, efficient and friendly manner to maintain Service Level Requirements (SLRs)
• Resolve customer incidents and requests if able or assign 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

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

• High School Diploma or GED and 1-5+ years of related call center experience.
• USPV+: will be a requirement. (Equipment will not be shipped until this is completed during onboarding.)
• Must be a US Citizen
• Exceptional customer service focus.
• Ability to triage incoming requests, follow-up and elevate as needed.
• Ability to follow documented processes, procedures, and policies.
• Able to ensure a high level of user satisfaction.
• Fluent in Microsoft Office suite, Windows 10, and Teams.
• Knowledgeable in Microsoft Windows 11.
• Works well independently and within a team.
• Able to establish and maintain effective working relationships.
• Strong oral and written communication skills.

DESIRED EXPERIENCE AND SKILLS:

• Experience supporting remote or onsite users.
• Experience with Azure Enterprise Identity Management services
• Experience utilizing ServiceNow or similar ticketing system for Incident, Problem, and Change Management.

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

Overview

SAIC accepts applications on an ongoing basis and there is no deadline.

SAIC® is a premier mission 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, intelligence, and civilian 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 23,000 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 $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.