IT Service Desk Analyst

Job Description

Description

SAIC is hiring a Service Desk Agent to support their federal client in Remote, USA

What we do

We are the single point of contact for Information Technology and related customer support for their federal client's Salesforce platforms.  We are dedicated to enhancing customer productively by providing superior technical support and coordination with other technical groups. We are a customer-focused, provide high-value support services, foster teamwork and provide continuous improvement in everything we do. We support our client in many ways such as telephone calls, email, and online requests.

Who we are looking for

We are looking for people with a great work ethic, an enthusiasm for technology, and are constantly learning new things.  You also need to have wonderful people skills and can work with professionals that have varying levels of technical expertise.

RESPONSIBILITIES:

• Provide front line technical support to remote users via calls, email, and online support and service requests.
• Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issue.
• Support customer specific applications and software.
• Support internet browser and access issues.
• Awareness to support of desktops, laptops, mobile devices, printers, scanners, and other hardware.
• Assist with password resets and account unlocks.
• Diagnose, isolate, and resolve issues with application connectivity.
• Follow written instructions, delivered direction, and knowledge base articles.
• Utilize ServiceNow incident tracking system to create, work, and resolve tickets.
• Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes.
• Effectively determine when to escalate issues to specialist teams.
• Provide excellent customer service to the end user and client teams.
• Communicate with supervisors, peers, and end users to effectively solve issues.
• Follow all company and department policies and procedures.
• Additional responsibilities may vary depending on the contract and position.

Qualifications

REQUIRED SKILLS/EXPERIENCE:

• Must have a high school diploma or equivalent.
• Must be a U.S. Citizen and be able to obtain a Public Trust clearance.
• Prefer 1-3 years of relevant experience in a customer service/ support environment.
• Possess excellent communication skills, be dependable, outgoing, and positive with excellent problem-solving skills.
• Ability to adhere to stated protocols without exceeding defined scope.
• Proven experience providing effective and professional communication.
• Proven ability addressing issues via telephone and email.
• Demonstrated commitment to providing excellent customer service.
• Experience with common software and operating systems.
• Knowledge of IT support Best Practices.
• Ability to work independently and within a team environment.
• Ability to work from home free from distraction with consistent internet connectivity and provide professional service.
• Availability to work Monday to Friday 8 AM – 5 PM Eastern.

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. 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.