Extended Weekend Service Agent

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

Required Skills and Experience:

• Must be a US Citizen with the ability to obtain and maintain a Public Trust clearance.
• 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