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Customer Support Analyst

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Job ID: 208465
Location: KANSAS CITY, MO, United States
Date Posted: Jun 24, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Rotating
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No

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Job Description

Description

We are currently seeking a motivated, career and customer oriented Customer Support Analyst to join our team to begin an exciting and challenging career with SAIC.

Position Summary / Responsibilities:
As part of the IOC Customer Support Team you will perform the role of HelpDesk Analyst in an Infrastructure Operations Center (IOC); a 24x7 operations group responsible for customer-facing aspects of Network, VOIP and Application/Server Infrastructure support to process Incidents, Change Requests, proactive monitoring, and customer communications. This resource will work on a team providing support by monitoring system and application specific monitoring profiles. Position may require two 12 hour shifts on Saturday and Sunday from 6 pm to 6 am.

Duties/Tasks and Responsibilities:
Demonstrated ability to work with a diverse user community with varied technical skills and experiences.
Ability to work in a "team" environment.
Be a self-starter, self-motivated and self-directed.
Have a strong desire to succeed at this type of assignment.
Able to be “on call” and occasionally provide support outside of normal working hours.
Applicable Industry certifications a plus.
Perform Tier 1 troubleshooting on a wide array of systems and technologies.
Responsible for ensuring monitoring resources provide real time information to Tier 1 resources supporting Production, Certification, and Development environments.
Meet with stakeholders to identify monitoring requirements for new applications as well as expanding monitoring visibility in to existing applications.
Primary responsibilities will be monitoring enterprise wide systems, configuration of specific alerting rules and assist in correction of missing or mis-configured monitoring alerts in SCOM.
May also assist in in-depth problem identification, troubleshooting efforts, and root cause analysis.
Performs Tier I troubleshooting and Proactive Monitoring of End User Server Infrastructure, Including Enterprise Applications and Network equipment.
Performs initial triage, troubleshooting and resolution of incidents
Performs Voice Over IP (VOIP) Tier I troubleshooting Incidents for End User Support
Processes/fulfills Application and Network Operations Service Requests
Conduct initial customer fulfillment and incident reporting to customers and OCIO
Supports server & network asset inventory management.
Performs activities that need to be executed after hours (example: backup/restore; review of various jobs running nightly, etc.)
Provides Customer Front-end interface


Qualifications

Bachelor's degree or equivalent experience 
Minimum 6 months previous experience in providing Service Desk services or in customer service support. 
Experience with current Service Desk software (BMC Remedy) and hardware technologies. 
Competent in MS Office and other standard software. Understanding of Active Directory. 
Analytical and diagnostic skills required.
Requires an Active Public Trust or the ability to get a Public Trust.


Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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