Customer Support Analyst - Imaging

SAIC•Quantico, VA

3h•Onsite

About The Position

SAIC is seeking an Imaging - Customer Support Analyst for an onsite job opportunity out of Quantico, VA, supporting the Defense Counterintelligence and Security Agency (DCSA). This role is part of a team of IT professionals dedicated to sustaining, modernizing, and transforming enterprise IT capabilities for DCSA. The Customer Support Specialist (Imaging) will support a transformational infrastructure program for DCSA, focusing on IT modernization and One IT initiatives to provide an improved, flexible, and evolving enterprise IT environment in accordance with DCSA and DoD policies and industry best practices. The position involves supporting customer service requests and IT service delivery for the IT environment and mission applications. The analyst will research, maintain, and apply expertise in emerging technologies, industry developments, trends, best practices, and principles of IT customer support. They will provide on-site and remote technical support to DCSA end users, acting as part of a call center to assist staff with various device issues, coordinate and resolve service requests beyond first call resolution, and handle customer interactions across multiple communication channels. Additionally, the role includes supporting the currency and accuracy of the IT Service Catalog, executing plans for operational efficiencies, tracking customer satisfaction, providing reports, executing change management, and supporting information sharing and knowledge management.

Responsibilities

Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.
Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
Provides on-site and remote technical support to approved seat service DCSA end users.
Part of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices. In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
Coordinates, resolves, and closes service requests beyond first call resolution.
Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
Tracks customer satisfaction benchmarks and metrics.
Provides weekly, monthly, and customer service ad-hoc reports.
Executes change management to perform smoother transition migrations.
Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities. Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.