Service Desk Agent Part Time
Company: Engility Holdings Inc.
Location: Arlington
Posted on: May 3, 2021
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Job Description:
Description SAIC is currently seeking a motivated, career and
customer oriented Service Desk Agent to join our team to begin an
exciting and challenging career with SAIC. This position is located
in Arlington, VA.Description:Our Technical Support Service Desk
agents provide excellent customer service by supporting a wide
range of IT technical and network solutions. Serving as the initial
point of contact, you will gather and analyze information about the
user's issue to answer basic questions about installation,
operation, configuration, customization, and usage of assigned
products to determine the best way to resolve their problem.
Resolves technical problems and answers queries by telephone or
self-service ticket in support of internal and/or outside customer
computer hardware, software, network, system/application access,
and telecommunications systems. Diagnoses, identifies, isolates,
and analyzes problems utilizing historical database records. May
route calls to product line specialists, application, or system
support specialists. Solutions include, but are not limited to,
uninstalling/reinstalling basic software applications, resolving
username and password problems, verifying proper hardware and
software set up, resolving network connectivity issues and
troubleshooting email issues.Duties:Advanced point of contact for
customers via telephone, email or live chat to provide technical
support of hardware, systems, sub-systems and/or applications.
Assists with navigating around application menus, may be required
to remote into customer's computer. Troubleshoot network
connectivity issues, working with remote employees on a corporate
network. Develops and sustains a productive customer relationship,
making the customer and their needs a primary focus. Offers
alternative solutions where appropriate with the objective of
retaining customers' and clients' business. Escalates complex
problems to the Remote Support Engineering staff or Field
Engineering when appropriate.Qualifications Requirements:Must be US
Citizen and possess ability to obtain Federal Government Public
Trust Clearance prior to starting assignmentAA degree in related
discipline and one year experience; or HS degree and 2 years
related experience with technical aptitude for IT work.Previous
computer technical support experience and experience with Pega
software applications preferred.Knowledge of Network
troubleshooting, including connectivity issues, locating IP or
TCP/IP addresses, VPN software, supporting remote
users.Understanding of Active Directory to unlock and reset
passwords.Experience troubleshooting Windows 7 and 10 Operating
systems.Ability to troubleshoot and resolve email issues,
specifically MS Outlook.Ability to communicate clearly and
professionally, both verbally and in writing.Outstanding customer
skills, with the ability to empathize and professionally
troubleshoot and resolve customer's issues.HDI CSR preferredITIL v
3 or v4 preferred
Keywords: Engility Holdings Inc., Arlington , Service Desk Agent Part Time, Other , Arlington, Virginia
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