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SAIC: Service Desk Agent Level 1 – Entitlement Manager

SAIC

This is a Part-time position in Augusta, GA posted September 13, 2020.

DescriptionSAIC is currently seeking a Service Desk Agent Level 1 to begin and exciting and challenging career.JOB DESCRIPTION:Responsible for providing the first-line of customer support of hardware, systems, sub-systems and/or applications for customers and/or employees.

Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.

Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

Escalates complex problems to higher tiers as required.

Typically provides customer support for internal and external customers.

Escalates complex problems to higher level of expertise within organization.

Documents all customer interactions within a ticketing system.

This is a pathway position for aspiring IT professionals.

Career progression may include government security clearances and industry certifications.We support Military Spouses under the Military Spouse Employment programsFull Time and Part Time positions are availableKey Responsibilities:
· Provide exceptional customer service
· Provide customer support through various contact methods such as phone, chat, email
· Respond to customer support requests in a fast, efficient and friendly manner.
· Accurately and thoroughly document customer requests
· Resolve customer incidents and requests if able or assign to higher tiers as required
· Act as a single point of contact for existing incident and requests
· Provide customers with a reference number for their incident/request
· Identify process and procedures which need to be corrected or added to the Knowledge base
· Understand and uphold internal and external policies and procedures
· Manage time and workload to meet predetermined service levelsQualificationsRequirements: AA Degree in related discipline or High School Degree and 2 years related experience Interim Secret Security Clearance able to obtain and hold a Secret Security Clearance 6-12 months providing exceptional customer service highly desirable Friendly, outgoing with good telephone etiquette Familiarity with US Military culture a plus 6 months previous experience in Information Technology or the desire to learn Able to accurately and thoroughly document customer interactions with proper grammar, spelling and punctuation