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Helpdesk Analyst III

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Job ID: 2209853
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. Responsible for answering queries and resolving first and second level technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online. Adheres to all company and department policies and procedures. Responds to escalated tickets from first line staff, diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications utilizing advanced technical skills, historical database records, and knowledgebase documentation. Supports commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.  May route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed. May monitor phone and chat queues, email inbox, and the status of service desk tickets to ensure they are completed in a timely manner, alerting management of recurring problems or patterns of problems. Provides guidance and possibly coaching to other technicians and may have limited leadership responsibilities within the team. Contributes to knowledgebase growth and improvement, represents service desk in interactions with other support teams, and may participate in special projects as required.

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


Required Education/Skills:

  1. Minimum 5 years of related technical support experience in a service desk environment
  2. Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat
  3. Demonstrated commitment and ability to provide excellent customer service
  4. Ability to provide leadership to teammates in a fast-paced SLA driven environment
  5. Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others
  6. Deep understanding of IT concepts/practices and experience with common service desk software.
  7. Proven ability to think and troubleshoot logically and act decisively in critical situations
  8. Extensive experience supporting Microsoft Office, Windows 10, and Mac OS X
  9. Experience with account administration practices and Identity Management tools, understands common related security practices
  10. Understanding of ITIL, Major Incident and Knowledge Management practices
  11. Ability to Manage and oversee projects and manage escalations 
  12. At least one technical certification (such as A+, Security+)
  13. Associates degree in related technical discipline; 2+ yrs additional experience may be substituted for Associate’s
  14. Must be a US Citizen and have ability to obtain an entry level clearance


  1. Willingness to work any shift in a 24x7x365 environment, including weekends and holidays
  2. Ability to arrive and start work promptly at beginning of scheduled shift

Desired Education/Skills:

  1. 7+ years of experience providing computer hardware/software support
  2. Experience providing training on technical subject matter
  3. ITIL and HDI Certifications
  4. Familiarity with government IT environment and administrative processes
  5. 1 year or more experience working in a leadership capacity

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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