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Junior Service Desk Technician

1 hour ago

Vancouver, British Columbia, Canada SAIC Full time

We are currently seeking a motivated customer-oriented person who is looking to begin a career in the fast-paced and exciting IT industry.

This role will provide IT support to the United States Department of Transportation in Vancouver, WA as a Junior Service Desk Technician. The junior role works alongside three other more-experienced technicians, so the position offers great opportunities for mentorship and career growth. A strong candidate for this role will have an outgoing, winsome personality that can address the needs of customers while easing their stress. The position requires creative problem-solving skills, general technical aptitude, being well organized, the ability to multitask, and strong communication skills. Candidates must also be able to learn how to use new software, leverage vendor support, conduct web searches to locate required information, follow technical documentation, and create new technical documentation as needed.

ONSITE at the DOT location in Vancouver, WA.

Core duties and responsibilities include the following:

  • Provide rapid-response support for customers via Microsoft Teams, Google Chat/Meet, emails, phone calls, and in-person for walk-in customers.
  • Coordinate administrative processes with groups of stakeholders, providing clear and timely communication to all involved parties.
  • Create, track, and resolve tickets using ServiceNow or similar software.
  • Document all calls, customer communications, and troubleshooting steps performed in a detailed professional way using proper grammar.
  • Prioritize workload by measuring user impact and time-sensitivity.
  • Evaluate the complexity of tickets and escalate as needed to other technicians, both locally and across wider DOT support teams.
  • Set up customer workstations, including: computers, docking stations, monitors, keyboards, and other peripherals.
  • Provide support for Microsoft Office/365 applications and Google Workspace applications.
  • Install software and run repair processes.
  • Follow all IT and security policies that are set by SAIC and the federal customer.
  • Lift up to 30 pounds unassisted.
  • Other related duties as assigned by the IT Contract Supervisor.

Requirements:

  • Must have a High School diploma. Must have minimum 1 year of experience providing customer service support in a business organization.
  • Must be able to work physically on-site at the Western Federal Lands Highway Division facility in Vancouver, Washington five days per week, eight hours per day.
  • Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and who has the ability to pass a background investigation and obtain a Public Trust determination.