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Helpdesk Analyst II

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Job ID: 2209850
Location: COOKEVILLE, TN, United States
Date Posted: Jul 6, 2022
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No Remote
Benefits: Click here

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Job Description


Job Description:

Provides first line technical support and continual access to systems and records for Government health agency staff, benefits, claims and other contractors. Help in troubleshooting local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online which must be answered quickly and focused to resolve all issues on first contact. Follows all company and department documented policies and procedures. Identifies, diagnoses, isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation. Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.  May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and all troubleshooting performed. Maintains and updates records in Incident Management and Service Request system.  

This may be a shift work position in a 24x7x365 environment requiring flexibility in work hours.


Required Education/Skills:

  1. 3+ years of technical support experience in a service desk environment
  2. Proven hardware/software troubleshooting experience
  3. Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
  4. Demonstrated commitment and ability to provide excellent customer service
  5. Ability to work well with all teammates in a fast-paced SLA driven environment
  6. Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively with others
  7. Understanding of IT concepts/practices, ITIL and experience with common service desk software.
  8. Proven ability to think and troubleshoot logically and act decisively in critical situations
  9. Experience supporting Microsoft Office, Windows OS, and Mac OS X
  10. Experience with account administration and Identity Management tools, including Microsoft Active Directory (AD)
  11. At least one technical certification (such as A+,Security+)
  12. Must be a US Citizen and have ability to obtain an entry level clearance.



  1. Willingness to work any shift, potentially including weekends or holidays
  2. Ability to arrive and start work promptly at beginning of scheduled shift


Desired Education/Skills:


  1. ITIL or HDI Certification
  2. Familiarity with government IT environment and administrative processes
  3. Experience supporting Google Suite Applications
  4. Strong working knowledge of supporting email applications, VPN connectivity, and VDI desktops

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.


SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit

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