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Helpdesk Specialist (Journeyman) - Premier Support Job

Helpdesk Specialist (Journeyman) - Premier Support (Job Number:440082)


Job Description:

Resolves technical problems and answers queries by self-service ticket or user appointments in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.

May route calls to product line specialists, application, or system support specialists.

Maintains and updates records and tracking databases.

Alerts management to recurring problems and patterns of problems.

Incidents within the project are efficiently diagnosed, tracked or quickly be resolved with negligible impact to productivity or customer/user dissatisfaction.

Contacts are primarily within C-suite and VIPs.

Interactions involve obtaining or providing information requiring little explanation or interpretation.

Work is reviewed for soundness of judgment, overall adequacy and accuracy.

Most work is independent.

Schedule could include 1-2 nights per week

- Associates Degree in related discipline and 3 years’ experience or High School diploma and 5 year’ experience.

Clearance Requirement:
- Candidates must be eligible for Public Trust Clearance.

Required Qualifications:

Able to work with tact and professionalism

Excellent customer service skills

Strong technical knowledge

Ability to work independently

Software Experience:
- MS Windows and Office
- Active Directory
- Anti-virus
- CA Incident Management Tool
- Avaya
- Remote management experience
- Knowledge management
- Web support
- IT hardware technical troubleshooting repair

#helpdeskjobs #EPA

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: Sep 18, 2018, 2:05:15 PM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Other Clearance
Potential for Teleworking: No
Travel: Yes, 10% of the time
Shift: Day Job
Schedule: Full-time
Full time
Washington, DC 20001, US