Tier I – Mid Level Help Desk Analyst

Company: SAIC
Location: Germantown
Posted on: November 21, 2020

Job Description:

Job ID:

2018182

Location:

GERMANTOWN

,

MD

,

US

Date Posted: 2020-11-18

Category: Engineering and Sciences

Subcategory: Field Technician

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

Description

We are 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:

(a) Responds to and diagnoses problems through discussion with users.

(b) Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.

(c) Supervises operation of help desk and serves as focal point for customer concerns.

(d) Provides support to end users on a variety of issues.

(e) Identifies, researches, and resolves technical problems.

(f) Responds to telephone calls, email and personnel requests for technical support.

(g) Documents, tracks, and monitors the problem to ensure a timely resolution.

(h) Provides first-tier support to end users for either PC, server, or mainframe applications or hardware.

(i) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

(j) Simulates or recreates user problems to resolve operating difficulties.

(k) Recommends systems modifications to reduce user problems.

(l) Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

(m) Contribute to deliverables and performance metrics.

Qualifications

Key Qualifications:

Must be US Citizen

Comprehensive knowledge in Information Technology service delivery

A+ Certification or higher required

HDI or ITIL certifications desired

Must possess at least 1 year of relevant work experience and an Associate's degree in a related field from an accredited university, or equivalent experience and education.

Must be able to obtain a Public Trust

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.

Keywords: SAIC, Germantown , Tier I – Mid Level Help Desk Analyst, Other , Germantown, Maryland