**Description** The FDIC CDR desk, currently has an opening for the position of IT Service Desk Technical Support Specialist II (Service Desk Agent II). Our Service Desk is the single point of contact for all Information Technology issues and requests from FDIC CDR employees and contractors, supporting users at every skill level and background via telephone, email, and direct ticket submission. We operate on a Monday through Friday schedule 9am to 8pm eastern. With Saturdays when the 30th falls on a Saturday or Sunday. **The position is open to fully remote within the US** **RESPONSIBILITIES:** + Handle incoming calls, voicemails, emails, and faxes to aid customers with resolutions of reported issues in a timely manner. + Monitor email for tickets, and important team communication. + Document work in a ticketing system with clear and concise notes. + Work with escalation teams to resolve issues you are unable to fix on your own and document process improvements for future resolutions. + Support co-workers in resolving issues where work requires persons with different levels of access for resolve of a customer issue. **Qualifications** **Required Education and Experience:** AA Degree in related discipline and minimum one (1) year of experience with technical support in a call center environment; Or, High School and up to two (2) years of related experience. **Required Qualifications and Skills:** + 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 teammate + Interpersonal skills with excellent written and oral communications, including ability to document work performed clearly and accurately in electronic ticketing system + Teleworking capability required (must have home work space, high-speed Internet). **Desired Skills:** + Microsoft Active Directory and DFS experience, Powershell + Microsoft Exchange Server-based email using Outlook, Office 365 administration + Technical certifications such as A+, N+, MCP, MCSE, CCNA + Technical writing + Knowledge of help desk software and tools **CLEARANCE** : US citizen with the ability to obtain a FDIC Public Trust clearance Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. REQNUMBER: 2509265 SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability