Remote Position
Technical Support II
🌍 Remote · United States
💼 Full-time
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.