Overview
Remote
On Site
USD 40,000.00 per year
Full Time
Skills
Security Clearance
Aviation
Service Desk
Management
Operating Systems
Mobile Devices
Network
Recovery
Knowledge Base
Documentation
Technical Support
IT Service Management
ServiceNow
Customer Service
Communication
Dependability
Problem Solving
Conflict Resolution
Microsoft Operating Systems
Microsoft Windows 7
Active Directory
COTS
Information Technology
Systems Engineering
FOCUS
Job Details
Job ID: 2512155
Location: REMOTE WORK, KY, US
Date Posted: 2025-12-08
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Rotating
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Description
THIS POSITION IS REMOTE AND CAN BE WORKED ANYWHERE IN WITHIN THE US.
SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.
You will be part of the Service Desk team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user base which spans the globe in support of the US and its interests abroad. In this role you interact with end-users to support, resolve, track, and manage technical problems within ServiceNow. This is a 24x7x365 environment.
Responsibilities:
Qualifications
Required Skills and Experience:
Desired Skills and Experience:
Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Location: REMOTE WORK, KY, US
Date Posted: 2025-12-08
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Rotating
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Description
THIS POSITION IS REMOTE AND CAN BE WORKED ANYWHERE IN WITHIN THE US.
SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service, and leveraging processes and strategies with an emphasis on timely IT services and support.
You will be part of the Service Desk team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user base which spans the globe in support of the US and its interests abroad. In this role you interact with end-users to support, resolve, track, and manage technical problems within ServiceNow. This is a 24x7x365 environment.
Responsibilities:
- Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.
- Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
- Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.
- Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact.
- Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
- Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.
- Uses ITSM and ServiceNow ticket processes to document actions taken.
Qualifications
Required Skills and Experience:
- Associates degree related to Computer and Information; or High School degree and up to two (2) years of sufficient technical or customer service experience.
- Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
- Must be willing to work effectively within a team environment in a fast-paced support role.
Desired Skills and Experience:
- Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.
Target salary range: Up to $40,000. 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.