Help Desk Analyst
About The Position
SAIC is currently seeking a motivated, career and customer service oriented Help Desk Analyst to join our team in Washington DC. This is a hybrid position 3 days in office, 2 days remote. In this role you will provide remote support to users for program application/software issues and problems. Take calls from end users, input end user incident information into the program’s ticketing application, diagnose issues, recommend Tier 1 level solutions, and provide follow-up. Possess an entry level experience and understanding of MIS environments. Use a standardized problem management database and help desk ticketing system (BMC Remedy).
Requirements
- Entry level experience and understanding of MIS environments
- Experience using BMC Remedy
Responsibilities
- Provide first level phone support for end users and internal staff of the Asset Forfeiture Program
- Resolve questions or escalate issues regarding Forfeiture Systems Suite of software applications
- Record all user inquiries and their resolutions as well as service requests in the Remedy help desk ticketing system
- Monitor and track system/software related inquiries forwarded to Tier 2 support for resolution
- Develop and/or proof read documentation
- Support the CSC Manager to accomplish new project initiatives and administrative tasks
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
