JOB DESCRIPTION: Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). Advance knowledge in specialized functions. A wide and comprehensive acquaintance with, and understanding of, both general and specific aspects of the job and their practical application to complex problems and situations ordinarily encountered. Supervision Received: Minimal supervision. Work is done without established procedures. IMPACT: Errors are extremely difficult to detect and would result in loss of customer business, material, or equipment to resolve. LIASON: Contacts are frequent with individuals representing outside organizations, and/or individuals of significant importance within the company. Contacts involve planning and preparation of the communicaitons, require skill, tact, persuasion and/or negotiation to accomplish the objectives of the communications.
TYPICAL EDUCATION AND EXPERIENCE: AA degree in related discipline and nine (9) years related experience; Or, High School and eleven (11) years related experience and related advanced certification. SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects.