Service Desk Analyst

Job Description

Description

SAIC is seeking a Service Desk Analyst to support the US Army Corps of Engineers RITS Program. 

This is a REMOTE opportunity that can be performed anywhere in the US.

The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365. Selected candidates will have the following duties/responsibilities:

• Provide prompt, courteous, and high-quality end user support services to the approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).
• Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE. 
• Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
• Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.
• Interact with Network Operations Security Center (NOSC), software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem.
• Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents.
• Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

AA Degree in related discipline (or, High School and two years of related experience with relevant certification) and one (1) year applicable experience 
Experienced providing support and troubleshooting Tier 1/2 issues to completion
Must be willing to travel when necessary
Must have a valid drivers license

REQUIRED Certification(s): 

Current DoD 8570 IA Baseline Certification, IAT Level II (Examples: Security+ CE, CCNA Security, CSA+, GIC SP, GSEC, SSCP) 

REQUIRED Clearance: 

Must possess an Interim Secret to start with the ability to obtain a Secret. United States Citizenship required 

Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.

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 24,000 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 $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.