IT Sys Integration Analyst Sr

Job Description

Description

The Helpdesk Lead is responsible for providing professional and efficient helpdesk support. A strong customer service mindset is the key to succeeding in this role. This hands on team lead will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies. This person will play a key role in the development of the IT Helpdesk teamThe Helpdesk Lead is responsible for providing professional and efficient helpdesk support. A strong customer service mindset is the key to succeeding in this role. This hands on team lead will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies. This person will play a key role in the development of the IT Helpdesk team.

Duties & Responsibilities:

• Utilize ticket tracking system to document all support incidents.
• Creates and maintains, detailed and complete, Helpdesk documentation
• Reporting of metrics and KPIs for the Helpdesk.
• Identify opportunities for automation, and assist with the development of automation systems to address those opportunities.
• Participation with research, planning, scoping, implementation and ongoing support for projects.
• Participation with maintaining inventory of hardware, software and support assets.
• Capability to self-motivate, work independently and taking ownership of job responsibilities.
• On-point, genuine interpersonal and written communication skills
• Demonstrated Customer Service & Troubleshooting skill-sets
• The ability to balance and prioritize multiple projects and remain calm under pressure.
• Experience working with multi-tiered ticket handling/resolution systems
• Provide tier 1 and tier 2 IT support.
• Enforces IT standards and educate employees about compliance issues.
• Performs other related duties as assigned

Qualifications

Required Experience & Education:

• Bachelor's and 5 or more years of experience and proven ability in the use of, the following:
  • Windows operating systems
  • Computer hardware
  • Wired and Wireless Networking
  • Microsoft Office Suite

Additional Experience Desired (not required):

• • Networking experience including a demonstrated understanding of VPN, LAN, WAN, and wireless.
  • Demonstrated understanding of switches, routers, and other network hardware along with server virtualization technologies.
• Understanding of Ticketing systems
• Understanding protocols and services including IPv4, IPv6, TCP/IP, DNS and DHCP
• Understanding of security practices including physical, internet, and wireless security.
• Strong understanding of user authentication, permissions, and encryption
• Understanding of ITIL
• Strong Data analytics skills

Overview

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 approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.