Extended Weekend Service Agent

Job ID: 2617441 **Location:** Remote Work, TN, US **Date Posted:** 2026\-09\-30 **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:** ORA\_REMOTE **Description** SAIC is seeking outstanding IT candidates to join our Multi\-Client Service Desk to support an exceptional SAIC user experience. SAIC leads the way in providing customer\-centric IT Service Management (ITSM) focused on improving service and leveraging processes and strategies with an emphasis on timely IT services and support. For the right candidate, this position may be remote anywhere in the United States. We are dedicated to ensuring support for users at every skill level and background, enhancing customer productivity through superior, technically sound, and customer\-focused high\-value support services. We foster a culture of teamwork and continuous improvement in everything we do, supporting our clients across multiple channels including phone, text chat, and ticket requests. As an **Extended Weekend Service Agent**, you will serve as the first point of contact, responsible for ensuring that professional support and response standards are met and consistently maintained with each interaction. You will strictly adhere to MCSD practices, policies, and SAIC Security Protocols while properly updating and documenting all tickets in a clear, accurate, and timely manner. **Responsibilities:** * Provide front line technical support to local and remote users via calls, chat, and email support * Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose issues * 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 credentialling, including password resets and account unlocks * Assist with setup, installation, and configuration of hardware and software * Diagnose, isolate, and resolve issues with wired and wireless network connections * Handle the majority of requests without additional assistance, following established procedures and using available knowledge base and support tools * Utilize ITSM incident tracking systems to create, work, and update tickets in a timely manner * Escalate issues impacting end user experience within established escalation protocols * Support achievement Key Performance and Experience Indicators such as SLAs, XLAs, OLAs, KPIs, and Baselines * Assist with real\-time coverage needs and communicate availability or gaps to leadership * Adhere to client\-specific and SAIC cybersecurity protocols, security standards, and operational policies, including data handling, access control, and incident reporting requirements