Service Desk Agent - L1

  • SAIC, Inc
  • Augusta, GA, USA
  • Jul 10, 2021

Job Description


We are currently seeking a motivated, career and customer oriented Service Desk Agent - L1 to join our team to begin an exciting and challenging career with SAIC. 
Key Responsibilities: 
• Assists in the set up, operation and monitoring of the control console of a mainframe or minicomputer for the processing of data and preparation of business/scientific reports, studies, and analysis under direct supervision of engineer or senior operator. • Follows established procedures performs the more routine and standard operations such as loading input and output materials including tapes, cards, discs, forms, etc • Starts and monitors standard runs where documentation is readily available; observes control panels for malfunctions, errors or operator messages and responds accordingly. • Refers complex problems to more experienced operators or others. • Performs routine and repetitive tasks associated with data center production control activities. • Changes or adds PCs in racks and connecting cables. • Monitors and documents notifications and alarms detected in systems and following procedures to correct or escalate for action. • Interfaces with customers or with suppliers via phone and/or email to request or deliver status information on data status or on equipment status according to procedures. • Supports operation of outdoor equipment used by data center (e.g., communication satellite equipment). • Refers customer or potential customer inquiries to designated personnel in timely manner according to procedures.


Position Requirements: 
• HS Diploma Required • Requires basic knowledge of data processing fundamentals and equipment operation as normally acquired from completion of basic equipment training course/program. • Ability to work under limited supervision. • Ability to work shift work. • Knowledge of PC use, data entry, and executing written procedures or directions on computers interfaces, and connecting cables to IT devices. • Understanding of computers, problem ticketing, written procedures, and problem escalation. • Experience in delivering high caliber soft skills including interpersonal skills (e.g. courtesy, patience, and professionalism), customer service, and initiative. • Must be US citizen. Ability to obtain a DoD Secret clearance required, active Secret clearance preferred. • Ability to obtain CompTIA Security+ CE certification within 90 days (3 months) of hire date. Active CompTIA Security+ CE certification preferred.