Technical Support II
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Job Description
Technical Support II resolving Tier 1 hardware, software, network, and access issues for SAIC’s Judicial Branch Service Desk. Supporting customers through phone, email, and ticketing systems.
Responsibilities:
- Resolve Tier 1 technical problems and answer customer queries by telephone, email, or self-service ticket
- Support customer computer hardware, software, network, system/application access, and telecommunications systems
- Apply basic enterprise diagnostic techniques to identify problems, investigate causes, and recommend solutions
- Diagnose, identify, isolate, and analyze problems using historical ticket records and the knowledge base
- Respond to customer support requests quickly and efficiently while maintaining Service Level Requirements
- Resolve customer incidents and requests or assign them to higher tiers
- Escalate complex problems to higher levels of expertise within the organization
- Document all customer interactions in a ticketing system
- Alert management to recurring problems and problem patterns
- Provide customers with a reference number for their incident or request
Requirements:
- High School Diploma or GED
- 1-5+ years of related call center experience
- USPV+ required during onboarding
- Must be a US Citizen
- Exceptional customer service focus
- Ability to triage incoming requests, follow up, and escalate as needed
- Ability to follow documented processes, procedures, and policies
- Ability to ensure a high level of user satisfaction
- Fluency in Microsoft Office suite, Windows 10, and Teams
- Knowledge of Microsoft Windows 11
- Ability to work independently and within a team
- Ability to establish and maintain effective working relationships
- Strong oral and written communication skills
- Experience supporting remote or onsite users preferred
- Experience with Azure Enterprise Identity Management services preferred
- Experience using ServiceNow or similar ticketing systems for Incident, Problem, and Change Management preferred
Benefits:
- Full-time remote opportunity within the continental United States
- Customer-dedicated shifts between 9:30am and 9:00pm EST, with opening, mid-day, and closing shift options
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