- Provide service / help desk support and trouble call resolution
- Hardware, software and network problem resolution
- Meet established service level metrics for call response, technical support, and customer service
- Input trouble calls into ticket tracking system
- Resolve trouble calls; in person, over phone and through email
- Use remote tools to analyze and resolve trouble issues
- Provide follow-up service to end-users to ensure that service provided has addressed their needs in a timely and efficient manner
- Setup of user accounts and responds to requests for network account additions, removes, changes, and password resets
- Provide input for support processes and submits technical issues into the Knowledge Base.
Highlights of Experience:
- SaiTech brings over 15 years of experience in providing Tiers I, II, and III help desk and technical support. We first started in Year 2002 – providing IT Security Help Desk Support at NASA Marshall Space Flight Center in Huntsville, Alabama.
- We provide 24×7, 365 days Tier I help desk and technical support for NASA Shared Services Center (NSSC), Stennis Space Center, Mississippi. Our experience includes documenting and tracking calls using Remedy, incident management solution software. Support over 20,000 users from various NASA installations.
- We provide Tier I, II, and III help desk and technical support for NASA Stennis Space Center, supporting over 5,000 users.
- We provided Tier 2 and 3 help desk and technical support for DOD Office of Inspector General (OIG). We provided this support for users at DOD OIG Headquarters locations and several field offices throughout USA.
- We provided Tier I help desk support to the Defense Contract Management Agency (DCMA) in Columbus, Ohio. Help Desk support was provided in the areas of hardware and software applications.
