Job Description

**Description** SAIC is seeking multiple, **Tier 1 Helpdesk, onsite, at Ft Huachuca, AZ** to support the **US Army Enterprise Service Desk** to troubleshoot and remedy any Tier 1 Helpdesk issues such as email access and computer problems within a high-volume service desk environment. **NOTE: This position will require weekdays, weekends, dayshifts, and nightshifts.** **JOB DESCRIPTION:** + Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient, and friendly customer service + Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required + Resolve problems with or without remote tools + Accurately document calls and cases + Be aware of customer's time restraints and work within those time limits + Keep customer aware of resolution steps if ticket needs to be dispatched + Provide clients with problem reference numbers and request numbers + Enter all troubleshooting/resolution steps into the trouble ticket + Manage time and workload to meet predetermined service levels **Qualifications** **REQUIRED EDUCATION AND EXPERIENCE:** + High school diploma and one (1) year or more of related experience + Experience in a customer service or helpdesk role + Must be able to accommodate any of the three required shifts during weekdays and weekends such as: + 1st shift 6:00am - 4:00pm MST + 2nd shift 12:00pm - 10:00pm MST + 3rd shift 9:00pm - 7:00am MST **REQUIRED CERTIFICATIONS:** + Must have a current DoD 8570 IAT I Level I certification or higher such as A+ CE, Network+ CE, CCNA, etc **REQUIRED CLEARANCES:** + Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain + Must be a current US Citizen REQNUMBER: 2505718 SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

Job Tags

Interim role, Shift work, Night shift, Weekend work, Day shift, Afternoon shift, Weekday work,

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