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Help Desk Analyst

Job ID: 2115325
Location: STERLING, VA, United States
Date Posted: Oct 12, 2021
Category: Engineering and Sciences
Subcategory: Field Technician
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Public Trust
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Benefits: Click here

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Job Description


We are currently seeking a motivated, career and customer oriented  Help Desk 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



  • Must be able to obtain – Customs and Border Protection Public Trust


Associate's degree and a minimum of 1 year of technical experience, or equivalent experience and education.  Must have experience with hardware and software focusing on Windows embedded systems, Help Desk experience, or equivalent blend of education and experience. Familiarity with network infrastructure 


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.

COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Customer site vaccination requirements, if more strict, will take precedence over SAIC's vaccination policy.


SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit

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