About this role
The TCloud Service Desk, based out of Oak Ridge, Tennessee, currently has an opening for the position of Technical Services Associate. Our Service Desk serves as first point of contact for the Treasury Cloud environment, ensuring 24 by 7 support is available for customers. Account lifecycle, priority incident management, direct engagement with customers in support of their AWS, Azure, or OCI deployments will be the focus of agents working this desk.
Candidates must be flexible to work any within our hours of operation, 24 hours a day, 7 days a week, 365 days per year. Work from Home first environment.
• High school diploma or GED
• Ability to pass Public Trust background check
• 4 years of technical support experience in a call center environment in lieu of degree.
• Proven hardware/software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations
• Proven experience providing effective and professional communication, addressing moderately complex technical issues, ideas, and results via telephone, email, and chat
• Demonstrated commitment and ability to provide excellent customer service and ability to collaborate effectively and get along with teammates
• Proficiency using and supporting common corporate applications, browsers, networks, VPN/remote access, and antivirus software
• Interpersonal skills with excellent written and oral communications, including ability to document work performed clearly and accurately in electronic ticketing system
• Solid understanding of IT concepts/practices and comprehensive knowledge of cloud compute.
• Experience using Microsoft Office and Windows 10 OS in an enterprise environment
• Experience with account administration and password resets in a Microsoft Active Directory environment.
• Ability to handle majority of requests without additional assistance, following established procedures and using available knowledge base and support tools provided to follow issues through to a proper resolution.
• Teleworking capability required (must have homework space, high-speed Internet, and compatible Windows computer).
DESIRED SKILLS:
• Microsoft Active Directory and DFS experience, Powershell
• Microsoft Azure/Entra familiarity
• Technical certifications such as A+, N+, Sec+
• Technical writing
• Knowledge of help desk software and tools
• Familiarity with AWS, Azure, & OCI
Other facts
About SAIC
SAIC® is a premier Fortune 500 mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion.
What you'll do
- The Service Desk serves as the first point of contact for the Treasury Cloud environment, ensuring 24/7 support for customers. Agents will focus on account lifecycle, priority incident management, and direct engagement with customers regarding their cloud deployments.
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