Extended Weekend Service Agent

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Deliver frontline technical assistance to both local and remote users through calls, chat, and email.

• Evaluate and troubleshoot issues utilizing technical expertise, historical data, knowledgebase resources, and available tools.

• Provide support for commercial applications and customer-specific software solutions.

• Address issues related to operating systems and internet browsers.

• Assist with desktops, laptops, mobile devices, printers, scanners, and other hardware components.

• Help with account credentialing, password resets, and unlocking accounts.

• Aid in the setup, installation, and configuration of hardware and software.

• Diagnose, isolate, and resolve both wired and wireless network connectivity issues.

• Independently resolve most requests by following established protocols, utilizing the knowledgebase, and employing support tools.

• Create, manage, and update tickets within ITSM incident tracking systems.

• Escalate issues that impact end users as per established guidelines.

• Ensure adherence to SLAs, XLAs, OLAs, KPIs, and Baselines.

• Communicate real-time coverage requirements and availability to leadership.

• Adhere to client-specific and SAIC cybersecurity measures, security standards, and operational policies.

• Manage workflow and productivity across multiple tasks, systems, and customer interactions.

• Document and transition open tickets and active issues during shift changes.

• Handle outage notifications and coordinate with on-call support for after-hours incidents.

• Engage in cross-training, performance evaluations, counseling, and development opportunities.

• Contribute to the creation of knowledge articles and operational procedures.

• Interact with team members, departments, and clients to ensure satisfactory support.

• Maintain quality standards for Service Desk interactions.

• Responsibilities may differ based on program assignments and client needs.

⛳️ Requirements

• Must be a US Citizen with the capability to obtain and uphold a Public Trust clearance.

• AA Degree in a relevant field with one year of related experience, or a High School diploma with two years of enterprise IT or relevant experience.

• Ability to work remotely with consistent and safe working conditions, including a dedicated workspace, high-speed Internet, and minimal distractions.

• Willingness to collaborate effectively within a team in a fast-paced environment.

• Strong communication skills, reliability, a positive attitude, and excellent problem-solving abilities.

• Demonstrated experience in hardware/software troubleshooting with the ability to think logically and act decisively in critical situations.

• Familiarity with Microsoft 365 Suite tools, Office 2016 and later, and Windows 10/11 OS in an enterprise context.

• Experience in account administration and password resets in Microsoft Active Directory and/or Microsoft Entra ID (Azure AD) environments.

• Proficient in supporting common corporate applications, web browsers, VPN/remote access, and antivirus software.

• Understanding of IT support best practices, IT concepts, and personal computing.

• Availability to work assigned shifts in a 24/7/365 operational environment.

• Desired: Experience in Microsoft Active Directory and Entra ID administration.

• Desired: Knowledge of Microsoft Exchange, Outlook, and Microsoft 365 administration.

• Desired: ITIL 3/4/5 Foundation Certification.

• Desired: CompTIA A+, Network+, or Microsoft certifications like MS-900 and AZ-900.

• Desired: Experience with remote support tools such as RDP and Bomgar.

• Desired: Familiarity with ITSM platforms like ServiceNow, Jira, or similar.

• Desired: Mobile device support expertise for Android and Apple devices.

• Desired: Skills in technical writing, editing, and authoring knowledge base articles.

🏝️ Benefits

• Remote work arrangement.

• Flexibility to work from home.

• Opportunities for performance reviews, counseling sessions, and professional development.

• Cross-training opportunities across various programs, tools, and processes.