Job Description

Description

SAIC is seeking an Application Support Analyst to our team in Arlington, VA! This position can be worked entirely remote. Our Application Support Analysts provide excellent customer service by supporting a wide range of technical and network solutions.  You will be responsible for the review, triage and assigning of end-user support requests related to Pega based low-code and Business Process Management (BPM) based Case Management applications including items entered directly by the user and items referred from the Tier 1 IT Support Desk. 

You will serve as the initial point of resolution escalation supporting other agents who gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues.

Duties:

• Resolve tickets designated as Tier 1 (items that can be handled by end-users themselves or by a helpdesk support analyst with super-user access). 
• Refer tickets designated as Tier 2 and Tier 3 to the application O&M delivery team.
• Advanced point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications. 
• Assists with navigating around application menus, may be required to remote into customer's computer. 
• Troubleshoot network connectivity issues, working with remote employees on a corporate network. 
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus. 
• Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business. 
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering when appropriate.
• Functions independently and provides assistance to newer support agents and or addresses more complex problems that are challenging less experienced agents

Qualifications

Required Qualifications

• Associate’s Degree in related discipline + 3 years related experience; or equivalent education and experience.
• Applicant should have working knowledge of BPM based application development processes and troubleshooting – preferably on a Pega based application
• Previous computer technical support preferred.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
• Understanding of Active Directory to unlock and reset passwords.
• Proficient with troubleshooting all Windows 7 and 10 Operating systems.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
• Must be US Citizen and possess ability to obtain Federal Government Public Trust Clearance prior to starting assignment

Preferred Qualifications

• HDI CSR preferred 
• ITIL v3 or v4 preferred

Overview

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 saic.com 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.