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Help Desk Analyst

Job ID: 2017376
Location: STERLING, VA, United States
Date Posted: Nov 30, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Public Trust
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No

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Job Description


We are currently seeking a motivated, career and customer oriented Operations and Maintenance HelpDesk Analyst to join our team in Sterling, VA to begin an exciting and challenging career with SAIC.

Position Summary / Responsibilities: 

In this role you will: Performs activities associated with installing, maintaining and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, and standard software at customer sites. May be directed by Help Desk, Service Desk or script using standard methods, techniques and tools. Assignments range in complexity from basic troubleshooting and repair to more difficult device repair. 

Duties/Tasks and Responsibilities: 

Monitor and report on system data and alerts. Resolve system issues through remote access to the deployed systems. Provide on-call to support LBI/ITI applications in accordance with the terms of the contract. Responsible for managing trouble tickets and key issues related to the ongoing operations of the program. Track and resolve all issues presented by the customer through appropriate PMO chains as defined by the contract. Work with the technical/software team to ensure that changes made to the solution improve the operational functionality at the ports as well as improve overall performance


Position Requirements:


Minimum Clearance Required – Customs and Border Protection Public Trust

REQUIRED Bachelor's degree and a minimum of 2 years of technical experience with hardware and software focusing on Windows embedded systems, Help Desk experience, or equivalent blend of education and experience. Familiarity with network infrastructure 

CBP BI Clearance required to start

A+ Certification

Help Desk may be required to switch operations to 24/7 coverage could require shift work. Will discuss during interview. Self-directed, highly motivated and have strong problem solving * trouble-shooting skills. Strong communication skills, both verbal & written, with particular emphasis on the understanding and effectively communicating with external customer's technical issues. Interaction with project managers, deployment team, and other team members on resolving issues.


SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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