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Tier I – Mid Level Help Desk Analyst

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Job ID: 2011609
Location: GERMANTOWN, MD, United States
Date Posted: Aug 3, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

We are currently seeking an experienced, motivated, career and customer service oriented Tier I Help Desk Analyst (Mid Level) to join our team to begin an exciting and challenging career with SAIC.

Duties:
(a) Responds to and diagnoses problems through discussion with users.
(b) Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
(c) Supervises operation of help desk and serves as focal point for customer concerns.
(d) Provides support to end users on a variety of issues.
(e) Identifies, researches, and resolves technical problems.
(f) Responds to telephone calls, email and personnel requests for technical support.
(g) Documents, tracks, and monitors the problem to ensure a timely resolution.
(h) Provides first-tier support to end users for either PC, server, or mainframe applications or hardware.
(i) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
(j) Simulates or recreates user problems to resolve operating difficulties.
(k) Recommends systems modifications to reduce user problems.
(l) Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
(m) Contribute to deliverables and performance metrics.



Qualifications

Key Qualifications: 
Must be US Citizen
Comprehensive knowledge in Information Technology service delivery
A+ Certification or higher required
Must possess at least 2 years relevant work experience and a bachelor’s degree in a related field from an accredited university, or 6 years of experience with no degree.
Must be able to obtain 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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