Tier I – Mid Level Help Desk Analyst

Job Description

Description

SAIC is 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:

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Document user issues through the ServiceNow ticketing system and escalates as required.
• Provides first-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering teams to restore service and/or identify and correct core problem.
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Contribute to deliverables and performance metrics.

Qualifications

Qualifications 

Required:

• Must possess a Bachelor's Degree plus at least 5 years of relevant work experience or equivalent years of experience in lieu of degree.
• Comprehensive knowledge in Information Technology service delivery
• Must be able to obtain a Public Trust

Desired:

• A+ Certification or higher desired
• HDI or ITIL certifications desired

Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Overview

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 saic.com.