Tier II Desktop Support at SAIC

Los Alamos, New Mexico, United States -

Full Time

Start Date

Immediate

Expiry Date

22 May, 26

Salary

0.0

Posted On

21 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help Desk Support, Tier II Support, Customer Service, Problem Solving, Documentation, Hardware Upgrades, Software Upgrades, System Analysis, Network Services Consultation, Systems Engineering, IT Service Delivery

Industry

Defense and Space Manufacturing

Description

SAIC is seeking an experienced, motivated, career and customer-service oriented Help Desk Analyst to join our team to begin an exciting and challenging career with SAIC in Albuquerque, NM. Duties: The qualified applicant will provide Tier II help desk support to users unable to resolve tech issues that exceed Tier 1 level support. The candidate must provide creative solutions to customer problems to ensure customer satisfaction and productivity. Coordinate customer and support issues to ensure timely distribution of knowledge and productivity ensuring a positive impact on customer satisfaction. Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers. Consults with users to determine if existing hardware/software meets specifications required to support functionality for system effectiveness given the existing network environment. Recommends and oversees the installation of required hardware/software upgrades necessary to restore or enhance user system functionality. Engages in testing and modification of user systems in support of eventual recommendation and implementation for hardware or software updates. As necessary, simulates or recreates user problems to resolve operating difficulties. Creates documentation in support of the maintenance of a document library of completed deliverables. These will be maintained to track performance metrics and log actions taken to address user/interoperability issues that impact client operations. Responsible for updating documentation across the team and utilizing operationally derived knowledge from actual cases resolved. Creates and maintains documentation specific to the analysis of user equipment configuration for the project; submits regular documentation covering required configurations and impact to network and user functionality due to lack thereof. Consults with network services, software systems engineering, and/or applications development in the restoration of services or to identify and correct core problems. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Required: Bachelor’s degree in a related field such as Network or Systems Engineering, Computer Science/Computer. Engineering and two (2+) years' experience or equivalent education and experience. 5 years of relevant experience required or 7 years in lieu of education. Comprehensive knowledge in Information Technology service delivery. Must be US Citizen and be able to obtain a DOE Q clearance. Desired: HDI or ITIL certifications. A+

Responsibilities

The analyst will provide Tier II help desk support for complex technical issues, focusing on creative problem resolution to maintain customer satisfaction and productivity. Key duties include consulting on hardware/software specifications, overseeing necessary upgrades, and creating detailed documentation for resolved issues and equipment configurations.