Job ID: 2617441
Location: Remote Work, TN, US
Date Posted: 2026-09-30
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-Time
Shift: Rotating
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: ORA_REMOTE
Description
SAIC is seeking outstanding IT candidates to join our Multi-Client Service Desk to support an exceptional SAIC user experience. SAIC leads the way in providing customer-centric IT Service Management (ITSM) focused on improving service and leveraging processes and strategies with an emphasis on timely IT services and support. For the right candidate, this position may be remote anywhere in the United States.
We are dedicated to ensuring support for users at every skill level and background, enhancing customer productivity through superior, technically sound, and customer-focused high-value support services. We foster a culture of teamwork and continuous improvement in everything we do, supporting our clients across multiple channels including phone, text chat, and ticket requests.
As an Extended Weekend Service Agent, you will serve as the first point of contact, responsible for ensuring that professional support and response standards are met and consistently maintained with each interaction. You will strictly adhere to MCSD practices, policies, and SAIC Security Protocols while properly updating and documenting all tickets in a clear, accurate, and timely manner.
Responsibilities:
Provide front line technical support to local and remote users via calls, chat, and email support
Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose issues
Support commercial and customer-specific applications and software
Support operating systems and internet browser issues
Support desktops, laptops, mobile devices, printers, scanners, and other hardware
Assist with account credentialling, including password resets and account unlocks
Assist with setup, installation, and configuration of hardware and software
Diagnose, isolate, and resolve issues with wired and wireless network connections
Handle the majority of requests without additional assistance, following established procedures and using available knowledge base and support tools
Utilize ITSM incident tracking systems to create, work, and update tickets in a timely manner
Escalate issues impacting end user experience within established escalation protocols
Support achievement Key Performance and Experience Indicators such as SLAs, XLAs, OLAs, KPIs, and Baselines
Assist with real-time coverage needs and communicate availability or gaps to leadership
Adhere to client-specific and SAIC cybersecurity protocols, security standards, and operational policies, including data handling, access control, and incident reporting requirements
Maintain personal workflow and productivity, minimizing unproductive downtime and ensuring efficient execution of assigned work in alignment with established processes and procedures
Demonstrate the ability to task effectively across multiple assignments, systems, and customer interactions simultaneously
Support shift handoff procedures by ensuring open tickets and active issues are properly documented and transitioned between shifts
Responsible for managing outage notifications and engaging on-call support staff in accordance with established Knowledge Base procedures for after-hours incidents
Achieve cross-training across multiple programs, tools, and processes to build a broader skill set and support team flexibility and coverage needs
Participate in performance reviews, counseling sessions, and development opportunities as directed by leadership
Contribute to the creation and review of knowledge articles and operational procedures to ensure documentation remains accurate and actionable
Communicate effectively with team members, departments, and customers to ensure satisfactory customer support
Maintain quality standards for all Service Desk interactions including accuracy of situation description, troubleshooting, and resolution
Responsibilities may vary based on program assignment and client requirements
Qualifications
Required Skills and Experience:
AA Degree in related discipline and one year related experience, or a HS degree and 2 years of enterprise IT or related experience
Ability to work from home with consistent and safe work conditions (workspace, high-speed Internet, low distraction, etc.)
Must be willing to work effectively within a team environment in a fast-paced role
Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem-solving skills
Proven hardware/software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations
Experience supporting Microsoft 365 Suite tools, Office (2016 and later), and Windows 10/11 OS in an enterprise environment
Experience with account administration and password resets in Microsoft Active Directory and/or Microsoft Entra ID (Azure AD) environments
Proficiency using and supporting common corporate applications, browsers, VPN/remote access, and antivirus software
Knowledge of IT support best practices, IT concepts, and personal computers
Availability to work assigned shifts in support of a 24x7x365 operational environment
Desired Skills and Experience:
Microsoft Active Directory and Entra ID (Azure AD) administration experience
Microsoft Exchange, Outlook, and Microsoft 365 administration
ITIL 3/4/5 Foundation Certification
Technical certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g., MS-900, AZ-900)
Experience with remote support tools (e.g., RDP, Bomgar)
Experience with ServiceNow, Jira, or similar ITSM platforms
Mobile device support (Android and Apple)
Technical writing, editing, and knowledge base article authoring
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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