1st Line Support
3 settimane fa
Category: Information Technology
Technical Support
Schedule: Full-time
Shift: Rotating
Travel: Yes, 10 % of the Time
Potential for Remote Work: On-Site
SAIC is seeking an IT Service Desk Analyst to support the Navy's Service Management, Integration and Transport Program (SMIT) located in Naples, Italy.
This is a rotating-shift 24/7 operations in a call center environment. Weekends and Holiday possible based on client needs.
Must be able to work an 8 hour shift within the 1st 2nd and/or 3rd shift options. Shift option times vary.
Operates as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications
Assists end-users/customers in resolving their IT issues accurately and promptly
Takes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requests
Remotely accessing the user's computer and making changes to their system and settings by navigating around application menus, or may be required to remote into customer's computer to fix an issue. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own
Troubleshoot network connectivity issues, working with remote employees on a corporate network
Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
May elevate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own
Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs
Support department-wide operations by supporting the creation, editing, and maintenance of IT documents
high school diploma plus 2 years of experience
Ability to solve technical issues via telephone, email, and chat
Ability to learn customer support processes and techniques
Outstanding analytical, problem solving skills, and excellent customer service
Excellent Interpersonal, written, and oral communication skills
Bachelor's degree in an IT related field, or associate's degree in an IT related field, plus four (4) years of full time IT experience or major certification plus 4 years of full time IT experience. Eight (8) years of full-time IT experience can be accepted in lieu of degree
Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. Please apply through the internal career site here
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