Technical Support II

SAIC is hiring for a Technical Support II (NT5202) to support the Judicial Council of California Judicial Branch Service Desk (JBSD) team to resolve technical problems (Tier 1) and answer queries by telephone, email, or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.

NOTE: This is a remote opportunity within the continental United States. Although this Service Desk operates 24/7/365 – this full-time position is based on customer’s dedicated hours of operation between 9:30am – 9:00pm EST. Please note that the shifts will vary. We will have an opening, mid-day, and closing shift.

JOB DESCRIPTION:

- Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
- Diagnose, identify, isolate, and analyze problems utilizing historical ticket records and knowledge base
- Respond to customer support requests in a fast, efficient and friendly manner to maintain Service Level Requirements (SLRs)
- Resolve customer incidents and requests if able or assign to higher tiers
- Escalate complex problems to higher level of expertise within organization
- Document all customer interactions within a ticketing system
- Alert management to recurring problems and patterns of problems
- Provide customers with a reference number for their incident/request

REQUIRED EDUCATION AND EXPERIENCE:

- High School Diploma or GED and 1-5+ years of related call center experience.
- USPV+: will be a requirement. (Equipment will not be shipped until this is completed during onboarding.)
- Must be a US Citizen
- Exceptional customer service focus.
- Ability to triage incoming requests, follow-up and escalate as needed.
- Ability to follow documented processes, procedures, and policies.
- Able to ensure a high level of user satisfaction.
- Fluent in Microsoft Office suite, Windows 10, and Teams.
- Knowledgeable in Microsoft Windows 11.
- Works well independently and within a team.
- Able to establish and maintain effective working relationships.
- Strong oral and written communication skills.

DESIRED EXPERIENCE AND SKILLS:

- Experience supporting remote or onsite users.
- Experience with Azure Enterprise Identity Management services
- Experience utilizing ServiceNow or similar ticketing system for Incident, Problem, and Change Management.