Extended Weekend Service Agent

SAIC

. Provide frontline technical support to local and remote users via calls, chat, and email .

Posted 9/30/2026full-timeRemote • Tennessee • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support for hardware, software, and network issues while adhering to cybersecurity protocols and service level agreements. Proficient in troubleshooting, account administration, and utilizing ITSM tools to manage incidents effectively.

Highest-signal resume keywords

Technical SupportMicrosoft 365 SuiteActive Directory AdministrationITIL Foundation CertificationServiceNow Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAccount AdministrationNetwork Connection DiagnosisHardware Setup and ConfigurationSoftware InstallationIT Support Best PracticesMicrosoft Windows 10/11VPN/Remote Access SupportTechnical WritingKnowledge Base Article Authoring

Soft Skills

Excellent Communication SkillsProblem-Solving SkillsDependabilityTeam CollaborationPositive Attitude

Tools & Technologies

Microsoft Active DirectoryMicrosoft Entra IDServiceNowJiraRemote Support ToolsMicrosoft ExchangeOutlookAntivirus SoftwareCorporate ApplicationsInternet Browsers

Certifications & Qualifications

CompTIA A+Network+Microsoft MS-900Microsoft AZ-900ITIL 3/4/5 Foundation Certification

Industry Keywords

ITSMSLAXLAOLAKPIPublic Trust ClearanceCybersecurity Protocols24x7x365 Operational EnvironmentMobile Device SupportClient-Specific Protocols

Tech Stack

Tools & technologies

AndroidAzureCyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

Provide frontline technical support to local and remote users via calls, chat, and email
Analyze and diagnose issues using technical skills, historical records, knowledgebase, and available tools
Support commercial and customer-specific applications and software
Support operating systems and internet browser issues
Support desktops, laptops, mobile devices, printers, scanners, and other hardware
Assist with account credentialing, password resets, and account unlocks
Assist with hardware and software setup, installation, and configuration
Diagnose, isolate, and resolve wired and wireless network connection issues
Resolve most requests independently using established procedures, knowledgebase, and support tools
Create, work, and update tickets in ITSM incident tracking systems
Escalate end-user-impacting issues according to established protocols
Support SLAs, XLAs, OLAs, KPIs, and Baselines
Communicate real-time coverage needs and availability or gaps to leadership
Follow client-specific and SAIC cybersecurity protocols, security standards, and operational policies
Manage workflow and productivity across multiple assignments, systems, and customer interactions
Document and transition open tickets and active issues during shift handoffs
Manage outage notifications and engage on-call support for after-hours incidents
Participate in cross-training, performance reviews, counseling sessions, and development opportunities
Contribute to knowledge articles and operational procedures
Communicate with team members, departments, and customers to ensure satisfactory support
Maintain quality standards for Service Desk interactions
Responsibilities may vary by program assignment and client requirements

Requirements

What you’ll need

Must be a US Citizen with the ability to obtain and maintain a Public Trust clearance
AA Degree in related discipline and one year related experience, or a HS degree and 2 years of enterprise IT or related experience
Ability to work from home with consistent and safe work conditions, including workspace, high-speed Internet, and low distraction
Must be willing to work effectively within a team environment in a fast-paced role
Excellent communication skills, dependability, outgoing and positive attitude, and excellent problem-solving skills
Proven hardware/software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations
Experience supporting Microsoft 365 Suite tools, Office 2016 and later, and Windows 10/11 OS in an enterprise environment
Experience with account administration and password resets in Microsoft Active Directory and/or Microsoft Entra ID (Azure AD) environments
Proficiency supporting common corporate applications, browsers, VPN/remote access, and antivirus software
Knowledge of IT support best practices, IT concepts, and personal computers
Availability to work assigned shifts in a 24x7x365 operational environment
Desired: Microsoft Active Directory and Entra ID administration experience
Desired: Microsoft Exchange, Outlook, and Microsoft 365 administration
Desired: ITIL 3/4/5 Foundation Certification
Desired: CompTIA A+, Network+, or Microsoft certifications such as MS-900 and AZ-900
Desired: Experience with remote support tools such as RDP and Bomgar
Desired: Experience with ServiceNow, Jira, or similar ITSM platforms
Desired: Mobile device support for Android and Apple
Desired: Technical writing, editing, and knowledge base article authoring

Benefits

Comp & perks

Remote work arrangement
Ability to work from home
Performance reviews, counseling sessions, and development opportunities
Cross-training across multiple programs, tools, and processes