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IT Service Desk Specialist

2 mesi fa

Napoli, Campania, Italia SAIC A tempo pieno

Job Summary

SAIC is seeking a skilled IT Service Desk Analyst to support the Navy's Service Management, Integration and Transport Program (SMIT) in a call center environment. This is a rotating-shift 24/7 operations role that requires the ability to work an 8-hour shift within the 1st, 2nd, and/or 3rd shift options.

Key Responsibilities

  1. Provide technical support to customers via various communication channels, including live chat, to resolve hardware, systems, sub-systems, and/or applications issues.
  2. Assist end-users in resolving their IT issues accurately and promptly, taking detailed notes of the problem and determining steps to resolve the issue.
  3. Manage the flow of incoming support requests, interacting with end-users to resolve technical issues and remotely accessing their computer to make changes to their system and settings.
  4. Troubleshoot network connectivity issues, working with remote employees on a corporate network.
  5. Develop and sustain a productive customer relationship, making the customer and their needs a primary focus.
  6. Escalate complex problems to higher-level IT support specialists and experts if necessary, providing supervisors or specialists with notes regarding the problem and steps taken to resolve it.
  7. Support users by performing system tests and updates after troubleshooting and necessary repairs.
  8. Support department-wide operations by contributing to the creation, editing, and maintenance of IT documents.

Requirements

Required Education:

  1. Associate's degree in a related field plus 1 year of experience; a major certification in a related field plus 2 years of experience; high school diploma plus 2 years of experience.

Required Experience:

  1. Ability to solve technical issues via various communication channels.
  2. Ability to learn customer support processes and techniques.
  3. Ability to work well with all teammates and multi-task in a fast-paced environment.
  4. Outstanding analytical, problem-solving skills, and excellent customer service.
  5. Excellent interpersonal, written, and oral communication skills.

Required Certifications:

  1. CompTIA Security+, plus at least one of the following:
    1. Microsoft 365 Certified: Endpoint Administrator Associate.
    2. Microsoft 365 Certified: Enterprise Administrator Expert.
    3. Microsoft Certified: Azure Administrator Associate.

Required Clearance:

  1. Active Secret clearance.