Service Desk Level II

Job ID: 2610860 **Location:** Remote Work, FL, US **Date Posted:** 2026\-04\-01 **Category:** Information Technology **Subcategory:** Computer Operator **Schedule:** Full\-Time **Shift:** Day Job **Travel:** No **Minimum Clearance Required:** Secret **Clearance Level Must Be Able to Obtain:** None **Potential for Remote Work:** ORA\_REMOTE **Description** SAIC is seeking a **Service Desk Level II** that will provide support to Service Desk Level I agents. Be the point of contact for Army customers providing first line IT support, for a variety of software and hardware issues/requests via phone, chat, or self\-service. **This position is 100% remote (work from home).** **The Service Desk Level II will be responsible for but not limited to the following duties:** * The program has an excellent Knowledge Base that must be used as it outlines the steps towards resolution as well as the documentation requirements for specific types of tickets * Army Enterprise Service Management Platform (AESMP) is the ITSM platform used by the Army to route “Tickets” (Case, Incident, SCTASK, etc.) between resolvers and the documentation in the ticket is a government record. Professionalism is a must as it is complete and detailed notes pertaining to the work performed to support the customer * Maintaining Army (IT Level 1 8570\) and SAIC compliance training as well as the CompTIA Sec\+ continuing education units, ITIL 4 Foundation continuing education, and DoD secret clearance must remain active * Be available to work on your assigned schedule which are managed within AESMP Workforce Optimization and will be published two weeks in advance unless under emergent conditions * Work life balance is very important to the program’s leadership; we support schedule changes as needed but the needs to the business must be met * Review the Agent Dashboard during EOS to ensure there have no tickets pending * Follow up on tickets placed On Hold Awaiting Customer Information or On Hold Awaiting Vendor (Ex. DISA Escalations) * Properly documenting the customer’s request in the ticket work notes * Read and understand knowledge articles to provide accurate information to agents and customers **Qualifications** **Required Education:** * High School Diploma and zero (0\) years of experience **Required Clearance:** * Must possess an active Secret security clearance with the ability to maintain; US Citizenship required **Required Skills:** * ITIL Foundation v4 **Required Certifications:** * CompTIA A\+ or higher Target salary range: $40,001 \- $80,000\. The estimate displayed represents the typical salary range for this position based on experience and other factors.