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SAIC: Email Technician


This is a Contract position in Cookeville, TN posted May 19, 2021.

Job ID: 217382 *Location: * COOKEVILLE, TN, US *Date Posted: *2021-05-17*Category: *Information Technology*Subcategory: *Technical Support*Schedule: *Full-time*Shift: *Day Job*Travel: *No*Minimum Clearance Required: *None*Clearance Level Must Be Able to Obtain: *Public Trust*Potential for Remote Work: *Yes *Description* SAIC has an opportunity for an Email Technician!The Email Processing Technician assists with ticket creation and routing, as well as provides remote user desktop and mobile computing support. *Key Responsibilities** Analyze ServiceNow Incident tickets that are auto-generated from user e-mails and properly categorize, prioritize, resolve or escalate as appropriate.* Create ServiceNow Service Requests from orders sent via e-mails from the organization’s proprietary billing and inventory system.* Provide remote user break/fix support, as well as installation of software and/or newly connected hardware. * Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff.* Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management.* Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention.* Ensure all tickets are resolved within documented service levels.* Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem.* Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs.* Possess excellent verbal and written communication skills. * All other tasks as assigned.*This is a telework position. Candidate must be within a commutable distance to an SAIC-supported EPA site.**Qualifications* *Required Experience, Education, & Skills** High school and two years of related experience; may accept less experience with an additional degree.* Minimum 2 years’ experience in a corporate environment supporting end users; troubleshooting and resolving access, application and configuration issues.* Minimum 2 years’ experience in a corporate environment supporting Windows 10, Microsoft Office Suite (Office 365) and using Active Directory in a domain environment.* Strong interpersonal skills required. * Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously. * Must be able to work independently and be self-motivated. * Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure. Ability to communicate orally with customers, vendors, management, and coworkers is crucial.* This is a telework position. Candidate must be within a commutable distance to an SAIC-supported EPA site. *Required Clearance** Must be able to obtain an EPA Public Trust security clearance.*Desired Skills** Apple iPhone and ServiceNow experience a plus.Target salary range: $25,001 $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.SAIC is a premier technology integrator solving our nation’s modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner’s ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit [saic.Com](http://www.Saic.Com/) or [Working at SAIC](http://www.Saic.Com/careers/working-at-saic) for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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