Service Desk Analyst at SAIC

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Full Time

Start Date

Immediate

Expiry Date

07 Jan, 26

Salary

0.0

Posted On

09 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

End User Support, Troubleshooting, Ticket Management, Documentation, Customer Service, Remote Desktop Support, Knowledge Base Management, Incident Monitoring, Technical Support, Service Requests, Network Operations, Problem Solving, Communication, Escalation Procedures, Data Integrity, Training

Industry

Defense and Space Manufacturing

Description

SAIC is seeking a Service Desk Analyst to support the US Army Corps of Engineers RITS Program. This is a REMOTE opportunity that can be performed anywhere within the US. The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints. Selected candidates will have the following duties/responsibilities: Provide prompt, courteous, and high-quality end user support services to the approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS). Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE. Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets. Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means. Interact with Network Operations Security Center (NOSC), software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem. Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution. Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents. Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support. REQUIRED EDUCATION AND EXPERIENCE: AA Degree in related discipline (or, High School and two years of related experience with relevant certification) and one (1) year applicable experience. Experienced providing support and troubleshooting Tier 1/2 issues to completion. Must be willing to travel when necessary. Must have a valid drivers license. REQUIRED CERTIFICATION(S): Current DoD 8570 IA Baseline Certification, IAT Level II Security+ CE. REQUIRED CLEARANCE: Must have the ability to obtain a Secret. United States Citizenship required. Candidates with Interim Secret or Secret will be prioritized.

Responsibilities

The Service Desk Analyst provides high-quality support services to approximately 37,000 USACE customers, troubleshooting and resolving Tier 1/2 issues. They are responsible for ticket management, ensuring accurate documentation, and escalating issues as necessary.