Customer Support Analyst

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA).  The Air Force and Combatant Commands Business Group of SAIC is seeking a Customer Support Analyst to support a transformational infrastructure program for DCSA.

SAIC is proud to be supporting DCSA in safeguarding our nation's information.  DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program.  This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.

Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, an cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).

Please note: This position will require support at the following DCSA Offices: Crystal City (Arlington), VA/ TRB, Washington, DC.

• Supports Customer Service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.  
• Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Generally, interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
• In coordination with deskside support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
• Coordinates, resolves, and closes service requests beyond first call resolution.
• Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
• Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
• Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
• Tracks customer satisfaction benchmarks and metrics.
• Provides weekly, monthly, and customer service ad-hoc reports.
• Executes change management to perform smoother transition migrations.
• Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
• Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents, as applicable.

• BA/BS and six (6) + years of relevant experience.  Four (4) additional years of relevant experience may be considered in lieu of a degree.
• Active Top Secret clearance, with SCI eligibility.
• IAT-II Certification in one of the following areas: CCNA-Security, CySA+, GICSP, GSEC, Security + CE, CND, and/or SSCP.

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA).  The Air Force and Combatant Commands Business Group of SAIC is seeking a Customer Support Analyst to support a transformational infrastructure program for DCSA.

SAIC is proud to be supporting DCSA in safeguarding our nation's information.  DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program.  This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.

Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, an cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).

Please note: This position will require support at the following DCSA Offices: Crystal City (Arlington), VA/ TRB, Washington, DC.

• Supports Customer Service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.  
• Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Generally, interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
• In coordination with deskside support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
• Coordinates, resolves, and closes service requests beyond first call resolution.
• Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
• Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
• Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
• Tracks customer satisfaction benchmarks and metrics.
• Provides weekly, monthly, and customer service ad-hoc reports.
• Executes change management to perform smoother transition migrations.
• Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
• Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents, as applicable.

• BA/BS and six (6) + years of relevant experience.  Four (4) additional years of relevant experience may be considered in lieu of a degree.
• Active Top Secret clearance, with SCI eligibility.
• IAT-II Certification in one of the following areas: CCNA-Security, CySA+, GICSP, GSEC, Security + CE, CND, and/or SSCP.