SAIC • REMOTE WORK, TX
Job #2666962252
Description
SAIC opening for a Lead Customer Service Engineer will be required to respond to end-user requests for assistance in the operation and functionality of their computing systems, peripheral and other devices. The candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 and Tier 2 trouble tickets. The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance, or engineering support team. The candidate must possess effective communication skills, have an attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel.
This role is 100% remote based in Austin, TX!
The key responsibilities for this position include:
Experience with Audio Visual equipment is a must
Installation of the electronic, hardware, and wiring components of audio-visual systems
Provide excellent customer service experience.
Ability to work in a team environment
Provide technical assistance with computer software
Perform both Hardware and software installation, configurations, and updates
Knowledge of Windows 10 and MS Office Suite 365 including Microsoft Teams
Provide routine IT customer support in maintaining computing systems, printers, and other peripherals
Ability to multi-task
Analyze and report on daily ticket resolution to a 95% weekly ticket closure rate
Troubleshooting of basic IT services as needed and assisting customers with reported issues
Daily use of ticketing system
Deals with a wide range of hardware and network technology issues in a high-volume, fast paced environment
Responsible for all assigned trouble tickets from creation to resolution
Qualifications
Required Education and Experience:
Bachelor's degree in information systems/Technology, or other analytical or technical discipline preferred, and 0 years of experience required; 5+ years of experience highly preferred.
1+ years of experience as team lead highly preferred
(8-years of relevant experience may be substituted for education)
Ability to obtain and maintain a Public Trust security clearance based on the Department of Veteran Affair's regulations
Required Skills:
Experience providing IT support to end-user communities in a hybrid on site & remote work environment.
Experience working with help or service desk trouble ticket reporting systems preferred.
Excellent customer service and communications skills required.
Experience with Windows 10 and MS Office Suite including Microsoft Teams
Customer Service Skills
Ability to take initiative.
Excellent attention to detail
Ability to learn quickly
Demonstrable troubleshooting and problem resolution skills for hardware and software
Creating and updating processes and procedures
Required Qualifications:
Strong verbal and written communication skills.
Attention to detail and excellent customer service.
Ability to work well in a team environment.
Capable to work under pressure, handle multiple tasks simultaneously.
Experience providing services to the federal government and/or the Dept. of Veterans' Affairs is preferred.
Target salary range: $45,001 - $55,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site. REQNUMBER: 2403567
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit ~~~. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability