Customer Support Analyst

SAIC•Stafford, VA

1d•$85,000 - $100,000•Onsite

About The Position

SAIC is seeking a Customer Support Analyst to support the Defense Counterintelligence and Security Agency (DCSA) One IT program. This role is crucial for sustaining, modernizing, and transforming the enterprise IT capabilities for DCSA. The program aims to provide an enterprise IT solution that delivers highly secure and adaptable IT infrastructure, customer support, and cutting-edge technologies under a single IT environment. SAIC is a premier mission integrator focused on advancing technology and innovation to serve and protect the world, with a robust portfolio across defense, space, intelligence, and civilian markets.

Requirements

TS/SCI clearance
Sec+ certification

Responsibilities

Supports customer service requests and IT service delivery within the IT environment and for mission applications.
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.
Assists 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.
Coordinates, resolves, and closes service requests beyond first call resolution.
Handles customer interactions across multiple communication channels and business lines.
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.