Description
We are seeking a motivated, self-sufficient, and willing to learn Help Desk Ticket Coordinator to join our team to begin an exciting and challenging career with SAIC.
Job Details:
Communicating with users to setting appointments with Tier 2 technicians for First Time Logins
Goal-setting to set realistic deadlines and strategize daily, weekly, monthly and quarterly progress
Monitor Tier 2 technician queues and assign tickets to appropriate resources for troubleshooting and ticket resolution. Monitor dedicated queues to ensure SLAs are maintained.
Assign the tickets which are out of scope to Service Desk/Other Teams
Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load
Experience working with customer technology and support requirements
Qualifications
Requirements:
Verbal and written communication for understanding project requirements and explaining these needs to employees and third-party providers
AA Degree in related discipline; Or, High School and up to two (2) years of related experience with certification.
Attention to detail to ensure all specifications are met
Strong time management and communication skills
Experience working in a customer service role
Ability to adapt and prioritize work independently in a dynamic environment
Strong interpersonal and presentation skills
Ability to create reports using Excel
Eligibility to obtain and maintain a Public Trust clearance
Must be US Citizen
.
Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site. REQNUMBER: 2408080
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
