Junior Service Desk Technician

  • SAIC, Inc
  • Mesa, AZ, USA
  • Jun 05, 2021

Job Description


The Junior Service Desk Technician will provide support to an important government customer in Chandler, Arizona. Service Desk Technicians are to strive to high rate of first call resolution but are also expected to follow proven processes with routing tickets to the appropriate support groups whenever possible. The Service Desk provides 24x7x365 support to 30,000+ users and all technicians must have the ability to multitask in a fast-paced environment, possess the knowledge and expertise to resolve customer issues efficiently and accurately. This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with midlevel technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.

This role will include, but will not be limited to the following responsibilities:

  • - Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues
  • - Offer first line of customer support, and provide information that may be found in Knowledgebase and/or manuals
  • - Cooperat and support colleagues and interacting with other support groups
  • - Analyze information and evaluate results to choose the best solution to solve issues
  • - Observe, receive and otherwise obtain information from any relevant source
  • - Resolve technical issues within the policies and guidelines provided
  • - Follow the knowledge base and priority matrix for issue resolution
  • - Provide remote diagnostics and troubleshooting client workstations
  • - Respond to general inquiries and non-technical questions
  • - Provide prompt and courteous customer service
  • - Troubleshoot and resolve incidents and problems
  • - Provide website navigation assistance and password recovery/reset


Required Experience

  • - Associate Degree or equivalent experience
  • - 1 year of IT Support experience, preferably in a Help Desk or Call Center environment
  • - Demonstrated technical expertise to troubleshoot common technical incidents such as local systems set-up and local network issues
  • - Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical end-user inquiries
  • - Experience using Remote Desktop or other remote assistance applications (BOMGAR, Dameware) to troubleshoot end-user incidents.
  • - Proficient with Windows 10 operating system.
  • - Proficient with Microsoft Office 365 - 
  • - Ability to work in a 24x7x365 environment including weekends and Holidays 
  • - Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process

Preferred Experience

  • - ITIL certified - Microsoft Certified IT Professional (MCP)
  • - Experience with ServiceNow or similar ITSM
  • - Other relevant technical certifications (e.g. Cisco, Microsoft, CompTIA, etc.)