• Deliver exceptional customer service and technical support to end users via phone, email, and remote support sessions. • Serve as the primary escalation point for Level 1 Help Desk Engineers on complex technical issues. • Manage support tickets from inception to resolution, ensuring timely communication, proper documentation, and adherence to SLAs. • Perform advanced troubleshooting of Windows and Mac operating systems, Microsoft 365, networking, servers, and cloud services. • Conduct root cause analysis and implement long-term solutions to recurring issues. • Manage high-priority incidents and communicate effectively with clients throughout the resolution process. • Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint, Teams, and Microsoft Entra ID (Azure AD). • Support virtualization environments using VMware vSphere, ESXi, and Microsoft Hyper-V. • Monitor and remediate issues related to backups, endpoint security, patch management, and business continuity solutions. • Participate in infrastructure projects and client implementations.

Role Description SAIC has opportunities for a Fully Remote Help Desk Agent I supporting The Virginia Information Technology Agency (VITA) Program. Our Help Desk is the 24x7x365 single point of contact for all Information Technology issues and requests from VITA employees and customers, and supports users at every skill level and background via telephone, chat, email, and direct ticket submission. - 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. Qualifications - Customer Service and Level 1 Technical Support - Troubleshooting - Problem Solving - PC Proficiency - Identifying and resolving level 1 customer issues - Documentation - Soft Skills - Personable and Professional - MS Office - Ticketing System Requirements - Possesses the ability to work in a specified ticketing system including but not limited to: - Documentation - Ticket Routing - Ticket Categorization - Ticket Closure - Knowledge Base - Metrics & Time Management - Metric Scorecard - Attendance & Scorecards must be kept within parameters of Service Desk Manual - Ability to follow set schedule with little variance Company Description SAIC® is a premier 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, intelligence, and civilian markets includes 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 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .

• Provide advanced technical support to end-users, serving as an escalation point for hardware, software, and technology issues that require in-depth troubleshooting and analysis. • Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to address and resolve intricate problems. • Administer and maintain IT infrastructure, including user account management, access control, and other critical systems. • Identify opportunities to enhance IT support processes and actively implement improvements to increase efficiency and effectiveness. • Create and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge is shared across the team. • Provide training and guidance to end-users and junior team members on best practices and the use of various hardware and software applications. • Facilitate the IT onboarding process for new hires by configuring their computers and applications, and serving as their primary point of contact for any initial technical questions. • Manage IT assets and inventory, from procurement and deployment to tracking and disposal of hardware and software. • Lead and coordinate small to medium IT projects, leveraging project management methodologies and tools. • Support and maintain both macOS and Windows environments, staying updated on new technologies and industry trends. • Effectively communicate technical solutions to both technical and non-technical stakeholders, actively listening to others and ensuring you are understood.

• Lead, mentor, and develop a team of engineers and administrators responsible for enterprise productivity and collaboration platforms. • Oversee and help coordinate 24x7x365 operational support coverage, including on-call rotations, escalation management, and incident response processes. • Act as a senior technical escalation point for complex incidents, outages, integrations, and platform-related issues. • Evaluate emerging technologies, AI capabilities, automation opportunities, and collaboration tooling enhancements. • Serve as a thought leader for modern workplace technologies and employee productivity solutions. • Manage day-to-day operations, administration, governance, and lifecycle management of Microsoft 365 / Office 365, SharePoint Online, Microsoft Teams, Power Platform (Power Apps, Power Automate, Copilot Studio), Voice/Telephony Services, Slack, Five9, Google Workspace, and enterprise application integrations. • Drive operational excellence through ITSM and ITIL-aligned processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management. • Manage operational backlogs, enhancement requests, platform projects, and service improvement initiatives using Jira. • Own operational service health, uptime, support models, SLAs, and continuous service improvement initiatives. • Develop and manage team on-call schedules and participate in after-hours support and escalation activities as needed. • Establish operational standards, monitoring, alerting, documentation, and support procedures. • Partner with Security, Infrastructure, Networking, IAM, Compliance, Legal, and business stakeholders to ensure secure and compliant platform operations. • Drive platform governance, licensing optimization, automation, and adoption strategies. • Lead vendor relationships, escalations, and strategic roadmap discussions. • Oversee platform integrations, API connectivity, authentication models, and enterprise application interoperability. • Support organizational initiatives involving migrations, consolidations, acquisitions, and platform modernization efforts. • Develop operational metrics, KPIs, dashboards, and executive-level reporting. • Manage incident response coordination and participate in major incident management activities. • Ensure documentation, knowledge management, and operational runbooks are maintained and continuously improved. • Assist with budgeting, forecasting, licensing, and capacity planning activities.