IT Service Desk Analyst

Introduction

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize, and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA).  The Air Force, Space and Intel Business Group of SAIC is seeking an IT Service Desk Analyst to support a transformational infrastructure program for DCSA.

POSITION REQUIRES A TOP SECRET CLEARANCE & Sec+ CERTIFICATION 

TARGET SALARY is $55K ANNUALLY.

SAIC is proud to be supporting DCSA in safeguarding our nation's information.  DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program.  This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.

Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single environment (i.e. One IT).

Job Description

• Operates as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications.
• Assists end-users/customers in resolving their IT issues accurately and promptly.
  Takes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requests.
• Interacts with the end-user to resolve the user's technical issues.
• Remotely accessing the user's computer and making changes to their system and settings by navigating around application menus, or may be required to remote into customer's computer to fix an issue. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own.
• Troubleshoot network connectivity issues, working with remote employees on a corporate network.
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.
• May escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own.
• Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.
• Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs.
• Support department-wide operations by supporting the creation, editing, and maintenance of IT documents.