Vacancy expired!
Description SAIC is seeking an Incident Manager to support our efforts in Vicksburg, MS. The slected candidate will have the following responsibiliteis:
- Answering queries and resolving first and second level technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online.
- Adheres to all company and department policies and procedures.
- Responds to escalated tickets from tier 1 staff, diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.
- Reviewing reports throughout the day for tickets that are due to breach the SLA metrics.
- Ensuring that technicians and engineers are working their tickets in a timely matter.
- Reviewing aged and breached tickets to ensure a resolution is found.
- Utilizing other daily report to track daily tickets that have been neglected.
- Monitoring and following up with VIP tickets to ensure tickets are routed to the correct team.
- Supports commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.
- May route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed.
- Monitors phone and chat queues, email inbox, and the status of service desk tickets to ensure they are completed in a timely manner, and alerts management to recurring problems and patterns of problems.
- Provides guidance and coaching to less experienced technicians and may have limited leadership responsibilities.
- Contributes to knowledgebase, represents service desk when interacting with other support teams, and may participate in special projects as required.
- AA Degree (2+ yrs experience may be substituted for Associate's) and a minimum 5 years of related technical support experience in a call center environment
- Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat
- Demonstrated commitment and ability to provide excellent customer service
- Ability to work well with and provide leadership to teammates in a fast-paced SLA driven environment
- Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others
- Understanding of IT concepts/practices and experience with common service desk software.
- Proven ability to think and troubleshoot logically and act decisively in critical situations
- Extensive experience supporting Microsoft Office, Windows 7, and Mac OS X
- Experience with account administration practices and Identity Management tools
- At least one technical certification (such as A+, Security+, MCP, MCSE, CCNA)
- Must be a US Citizen and be able to obtain a Public Trust clearance
- Willingness to work any shift in a business hours environment
- Ability to arrive and start work promptly at beginning of scheduled shift
- 7+ years of experience providing computer hardware/software support
- Experience providing training on technical subject matter
- ITIL and HDI Certifications
- Familiarity with government IT environment and administrative processes
- 1 year or more experience working in a Lead/Supervisory capacity
- Experience supporting Google Applications and using CA ITCM to manage endpoint devices
Vacancy expired!