Technical Services Associate

Summary

SAIC is looking for a Technical Services Associate to join their TCloud Service Desk team, which provides 24/7 support for the Treasury Cloud environment. The role focuses on account lifecycle management, priority incident management, and direct customer engagement in support of AWS, Azure, or OCI deployments.

Responsibilities

• Ensuring 24 by 7 support is available for customers
• Managing account lifecycle and priority incident management
• Direct engagement with customers in support of their AWS, Azure, or OCI deployments

Skills

• BS and 1 year experience, additional experience in lieu of a degree may be considered
• Ability to pass Public Trust background check requiring U.S. Citizenship
• 6 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)
• 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

Qualifications

Must Haves

• BS and 1 year experience, additional experience in lieu of a degree may be considered
• Ability to pass Public Trust background check requiring U.S. Citizenship
• 6 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)

Nice to Haves

• 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