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Service Desk Analyst I

Job ID: 2011859
Location: SOMERSET, KY, United States
Date Posted: Jul 14, 2020
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
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

SAIC has an opportunity for a Service Desk Analyst I in Somerset, KY!

The Service Desk Analyst will:

  • Provide first and second level technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online. 
  • Follow all company and department documented procedures and protocols. 
  • Diagnose, identify, isolate, analyze, and resolve problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation. 
  • Support commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.  
  • Route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed. 
  • Maintain and update records in Incident Management system. 

Qualifications

Required Education, Experience, & Certification
  • High School and one (1) year of technical support experience in a call center environment. Less experience may be accepted with additional education.
  • Proven hardware/software troubleshooting experience
  • Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
  • Demonstrated commitment and ability to provide excellent customer service
  • Ability to work well with all teammates in a fast-paced SLA driven environment
  • Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others
  • Understanding of IT concepts/practices and experience with common service desk software.
  • Proven ability to think and troubleshoot logically and act decisively in critical situations
  • Experience supporting Microsoft Office, Windows OS, and Mac OS X
  • Experience with account administration and Identity Management tools
Required Clearance
  • Must be able to obtain and maintain a Public Trust clearance.
Desired:
  • Ability to arrive and start work promptly at beginning of scheduled shift
  • 3+ years of experience providing computer hardware/software support
  • ITIL Certification
  • Familiarity with government IT environment and administrative processes
  • Technical certifications such as A+, N+, MCP, MCSE, CCNA
  • Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products



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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