SAIC Job - 31526145 | CareerArc
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Company: SAIC
Location: Somerset, KY
Career Level: Associate
Industries: Technology, Software, IT, Electronics



SAIC has an opportunity for a Service Desk Associate in Broomfield, CO or Somerset, KY!

Job Description:

  • Provides first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.
  • Follows all company and department documented policies and procedures.
  • Identifies, diagnoses isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledge base documentation.
  • Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.
  • May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and any troubleshooting performed.
  • Maintains and updates records in Incident Management system.


Required Education/Skills:

  • AA Degree in technical discipline or High School diploma or GED with at least 1 year of experience
  • Certifications and 6 months of experience can be accepted in lieu of Degree
  • Proven hardware/software troubleshooting experience
  • Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
  • Demonstrated commitment and ability to provide excellent customer service
  • Ability to work well with all teammates in a fast-paced SLA driven environment
  • Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
  • Understanding of IT concepts/practices and experience with common service desk software.
  • Proven ability to think and troubleshoot logically and act decisively in critical situations
  • Experience supporting Microsoft Office and Windows OS in an enterprise environment
  • Experience with account administration and password resets in a Microsoft Active Directory environment
Clearance Requirement: Must be a US Citizen and possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance.


  • Ability to arrive and start work promptly at beginning of scheduled shift

Desired Qualifications

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