SAIC is hiring for a Technical Helpdesk to support the US Army’s Army Enterprise Service Desk (AESD) team in Honolulu, HI to resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.

NOTE: This is a hybrid remote opportunity. This Helpdesk operates 24/7/365 - shift is based on coverage needed.

This position can support ~$53k+ (dependent upon education and experience)

JOB DESCRIPTION:

Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
Diagnose, identify, isolate, and analyze problems utilizing historical database records
Respond to customer support requests in a fast, efficient and friendly manner
Resolve customer incidents and requests if able or assign to higher tiers
Route calls to product line specialists, application, or system support specialists
Escalate complex problems to higher level of expertise within organization
Document all customer interactions within a ticketing system
Alert management to recurring problems and patterns of problems
Provide customers with a reference number for their incident/request

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian 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.

We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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