Customer Support Analyst

SAIC•Stafford, VA

1d•Onsite

About The Position

SAIC is seeking a Customer Support Analyst to support the Defense Counterintelligence and Security Agency (DCSA) One IT program. This is a fully ONSITE position out of Stafford, VA. The role involves sustaining, modernizing, and transforming enterprise IT capabilities for DCSA. SAIC will provide an enterprise IT solution that delivers highly secure and adaptable IT infrastructure, customer support, and cutting-edge technologies to support operations and advance the DCSA mission under a single IT environment (One IT).

Requirements

Associates Degree in a related discipline and Six (6) or more years of related experience. An additional two (2) years of relevant experience may be considered in lieu of a degree.
US Citizen and Active Top Secret clearance with SCI eligibility.
IAT-II Certification in one of the following areas: CCNA-Security, CySA+, Security+ CE, and/or equivalent or higher.

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.
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.