Service Delivery

Service Delivery Support Jobs

3 jobs found

1d ago

Help Desk Specialist

SAIC Washington, DC 🇺🇸 Remote

Washington, DC

1d ago

$40k - $80k/yr Full time Contact Center Customer Service Customer Support

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Job Description

SAIC offers a remote Help Desk Specialist role based in Washington, DC, with the flexibility to support customers from anywhere while focusing on timely issue resolution. The position carries a yearly salary range of USD 40,001 to 80,000 and requires a Bachelor’s Degree and/or five years of related work experience. You will respond to customer requests, resolve issues, document tickets, and strive to meet SLAs, all while leveraging ServiceNow to manage inquiries. This role emphasizes collaboration, accountability, and a commitment to customer satisfaction. A strong candidate will be a US Citizen eligible to obtain a Public Trust and bring at least one year of help desk or call center experience.

What you will do

Respond to customers' requests by phone and email
Identify, research, and resolve customer issues
Provide accurate and timely ticket documentation
Meet and exceed required metrics and Service Level Agreements (SLAs)
Provide timely updates and follow up to customers
Escalate to internal representatives or system support specialists when appropriate
Identify and appropriately communicate recurring problems
Evaluate and prioritize customer problems and complaints
Comply with documented regulations, processes, and procedures
Other responsibilities as may be required by management

Requirements

Bachelor’s Degree and/or five years of related work experience
1+ year experience in a help desk or call center environment
Excellent verbal and written communication skills
Strong problem-solving skills
Team player with a strong commitment to customer satisfaction
US Citizenship and the ability to obtain a Public Trust

Technologies

ServiceNow

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3d ago

Helpdesk Technician

Cayuse Holdings Andrews AFB, MD

Andrews AFB, MD

3d ago

$65k - $70k/yr Full time Computer Skills Customer Service End User Support

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Job Description

Provide first-level IT support to end users on site at Andrews AFB, diagnosing and resolving hardware, software, network, and account issues while meeting established service-level agreements.

Responsibilities

Manage daily IT operations for roughly 1,400 end users, handling 900–1,200 tickets each month.
Deliver operational computers to end users within the same day in about 90% of cases.
Ensure the end user is informed directly by a help desk representative before closing a trouble ticket.
Oversee validated hardware and software requests, tracking and closing them with a government furnished SharePoint tool.
Install, deliver, or configure hardware or software within two business days of approval and availability.
Resolve verified customer complaints within two business days (approximately 4–6 per month).
Provide a trouble ticket number for every touch-support interaction.
Close at least 90% of all trouble tickets presented daily.
Track and report any outstanding tickets to the Client Systems Lead, Director of IT Operations, and the program manager.
Report open VIP tickets daily to the Director of IT Operations.
Install and verify software capabilities prior to releasing computers to end users.
Perform other duties as assigned.

Requirements

Bachelor’s degree.
Security+ certification with at least 2 years of experience, or an IT degree with at least 1 year of experience.
Secret Clearance is required.
Must pass a background check and may undergo additional checks as required by projects or clients.
Strong problem-solving skills.
Exceptional oral and written communication abilities.
Ability to respond effectively to customers with a sense of urgency.
Proficiency with Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, and Acrobat.
Highly motivated with the capacity to manage multiple tasks simultaneously.
Ability to build new relationships and work both independently and in teams.
Self-starter who can operate autonomously and collaboratively.

Technologies

SharePoint
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Adobe Acrobat

Benefits

Medical, dental, and vision insurance with wellness program
Flexible Spending Accounts for healthcare, dependent care, and commuter needs
Short-term and long-term disability options
Basic life and AD&D insurance provided by the company
Voluntary life and AD&D options
401(k) retirement plan with company matching after one year
Paid time off

The Work

The Help Desk Technician delivers first-level technical support by diagnosing, troubleshooting, and resolving issues related to hardware, software, network, and user accounts. The role responds to service requests and incidents via phone, email, ticketing system, and in person, ensuring timely resolution per established SLAs.

Reports To

Program Manager

Working Conditions

Professional office environment on-site at Andrews Airforce Base, MD
Must be able to perform duties for extended periods with both physical and mental capacity
Ability to use a computer and productivity tools with sufficient speed to meet job demands
Must establish a productive and professional workspace
Ability to sit for long periods while viewing a computer screen
May require a flexible schedule that includes holidays
May travel for business or professional development
May work hours outside of normal business hours

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30d ago

Onsite Technical Support

Slice Merchant Services Holmdel, NJ

Holmdel, NJ

30d ago

$25 - $28/hr Full time Customer Support Field Service Information Technology (IT)

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Job Description

The Onsite Technical Support Specialist handles on-site equipment setup, training, troubleshooting, and maintenance for Slice Merchant Services clients, emphasizing dependable technical support and clear client communication.

Role Overview

This position focuses on deploying equipment at client sites, delivering both instruction and guidance on usage, diagnosing technical issues, and performing routine maintenance to ensure reliable operation. It also relies on accurate documentation and proactive communication with clients and team members to resolve problems efficiently.

Responsibilities

Conduct on-site installation and setup of equipment at client locations
Provide hands-on training and guidance to clients on equipment usage
Diagnose and troubleshoot equipment related technical issues
Perform routine maintenance and repairs on equipment
Keep precise records of all service performed
Collaborate with team members, account managers, and supervisors to resolve issues promptly
Communicate clearly with clients and colleagues, both verbally and in writing
Follow up with clients to ensure proper operation of all equipment

Requirements

Ability to work effectively in a collaborative team environment
Energetic, self-driven problem solver
Strong computer skills
Outstanding attention to detail
Ability to learn quickly
Capability to multitask
Strong verbal communication skills

Technologies

Salesforce

Benefits

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

About Slice Merchant Services

Slice Merchant Services is a national credit card processing company with more than a decade of industry experience. The firm offers innovative payment processing solutions to merchants and provides a consultative approach to selecting the best platforms and equipment for each merchant.

Preferred Experience

Salesforce
Credit card processing equipment and POS systems
Technical support
Merchant services industry

Job Details

Job Type: Full-time
Location: Holmdel, NJ (onsite)
Work Location: In person
Salary: USD 25 - 28 per hour

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