About the position
SAIC is hiring for a Technical Support II 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. 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. The shifts will vary, with openings for opening, mid-day, and closing shifts.
Responsibilities
• 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
Requirements
• 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.
Nice-to-haves
• 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.