Service Desk Level II

Remote in Remote Work, FL, US • Posted 2 hours ago • Updated 2 hours ago

Full Time

On-site

USD $40,001.00 - 80,000.00 per year

SAIC

Fitment

Dice Job Match Score™

🛠️ Calibrating flux capacitors...

Job Details

Skills

Technical Support
Computer Hardware
Service Desk
Knowledge Base
Service Management
IT Service Management
Documentation
Regulatory Compliance
Training
SEC
DoD
Optimization
Leadership
Dashboard
Security Clearance
ITIL
CompTIA
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2610860

Location: Remote Work, FL, US

Date Posted: 2026-04-01

Category: Information Technology

Subcategory: Computer Operator

Schedule: Full-Time

Shift: Day Job

Travel: No

Minimum Clearance Required: Secret

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: ORA_REMOTE

Description

SAIC is seeking a Service Desk Level II that will provide support to Service Desk Level I agents. Be the point of contact for Army customers providing first line IT support, for a variety of software and hardware issues/requests via phone, chat, or self-service.

This position is 100% remote (work from home).

The Service Desk Level II will be responsible for but not limited to the following duties:

The program has an excellent Knowledge Base that must be used as it outlines the steps towards resolution as well as the documentation requirements for specific types of tickets
Army Enterprise Service Management Platform (AESMP) is the ITSM platform used by the Army to route "Tickets" (Case, Incident, SCTASK, etc.) between resolvers and the documentation in the ticket is a government record. Professionalism is a must as it is complete and detailed notes pertaining to the work performed to support the customer
Maintaining Army (IT Level 1 8570) and SAIC compliance training as well as the CompTIA Sec+ continuing education units, ITIL 4 Foundation continuing education, and DoD secret clearance must remain active
Be available to work on your assigned schedule which are managed within AESMP Workforce Optimization and will be published two weeks in advance unless under emergent conditions
Work life balance is very important to the program's leadership; we support schedule changes as needed but the needs to the business must be met
Review the Agent Dashboard during EOS to ensure there have no tickets pending
Follow up on tickets placed On Hold Awaiting Customer Information or On Hold Awaiting Vendor (Ex. DISA Escalations)
Properly documenting the customer's request in the ticket work notes
Read and understand knowledge articles to provide accurate information to agents and customers

Qualifications

Required Education:

High School Diploma and zero (0) years of experience

Required Clearance:

Must possess an active Secret security clearance with the ability to maintain; ship required

Required Skills:

ITIL Foundation v4

Required Certifications:

CompTIA A+ or higher

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10111346
Position Id: 2610860
Posted 2 hours ago

Company Info

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 include 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. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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