Description The Department of Transportation (DOT), Office of the Chief Information Officer (OCIO) provides mission critical Enterprise Information Technology Shared Services (EITSS) to the departments operating administrations. In support of these services, SAIC currently has openings for Call Center Engineers who will provide world-class customer service and technical support via phone, in-person andor other communication mediums. The dedicated Call Center Engineer is a heavily focused customer-facing role that works in a high-paced operational environment and is responsible for the initial triage of customer incidents or service requests. The Service Desk Team is part of a larger Operations Team, which is composed of both Tier 1 and Tier 2 Technicians who work across three shifts (Days, Swings, and Midnight) 24x7x365. Duties Provide professional phone andor in-person technical support to customers with the goal of resolving customer-reported issues upon first contact. Monitor phone call queue and answer phone calls in a prompt manner to minimize customer wait times. Monitor Remedy Ticket queue (and Queue Monitor) and update tickets assigned on a daily basis document all incidents and service request tickets in ITSM tool to ensure customers providing the latest statusupdate, progress, and resolution of their request. Triage and troubleshoot all customer issues provide customers with step-by-step instructions when available. Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. Prioritize and respond to all HighCritical andor VIP-related incidents or service requests first and escalate to Shift Lead andor Tier 2 Systems Teams, as needed. Actively participate in Shift Turnover activities to ensure awareness of ongoing operational issues, VIP-related issues, andor plannedunplanned outagessystem changes that may impact DOT EITSS services. Escalate any un-resolved technical issues that are more complex in nature to Tier 2 Systems Team. Adhere to and follow standard operating procedures (SOPs), Guides, Templates, and Policies used to support and manage Operations daily activities. Must be open to working all shifts Qualifications Basic to advanced knowledge of Microsoft Windows system administration tasks including Windows Server 20082012, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry 10 and 12, RSA, Citrix, and SCOM monitoring tool. Customer service- related skills. Skills to address issues with senior level customers andor VIPs. Self- motivated problem solver possessing effective troubleshooting skills as it relates to IT issues. Strong oral and written communication skills with experience working directly with customers including VIPs. Strong organizational skills ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables. Ability to focus on ticket and monitoring systems for sustained periods. Required EducationExperience Must have a minimum of 2 years of experience supporting an IT service desk. Must possess a High School Diploma. HDI Customer Service Representative Certification required within six (6) months of employment. Desired Qualifications Job Posting Date 2019-08-14 024009 UTC Primary Location WASHINGTON, DC 20024 US Clearance Level Must Currently Possess None Clearance Level Must Be Able to Obtain Public Trust Potential for Teleworking No Travel Yes, 10 of the Time Shift Day Job Schedule SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration enterprise IT, including cloud services cyber software advanced analytics and simulation and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately 6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC httpwww.saic.comcareersworking-at-saic . EOE AA MFVetDisability