IT Service Desk Analyst

SAIC•Somerset, KY

8h•Remote

About The Position

SAIC is hiring an IT Service Desk Analyst to support our Multi-Client Service Desk. This is a remote role that can be worked anywhere within the United States. The role may not be immediately available. We are the point of contact for Information Technology and related customer support for SAIC employees, contractors, partner and resource teams, ensuring support of users at every skill level and background. We are dedicated to enhancing customer productivity by providing superior technical, customer-focused high-value support service. We foster teamwork and provide continuous improvement in everything we do. We support our clients in many ways such as telephone calls, chat, and email requests.

Requirements

Great work ethic
Enthusiasm for technology
Constantly learning new things
Wonderful people skills
Ability to work with professionals that have varying levels of technical expertise
Ability to be flexible in scheduling and availability

Responsibilities

Provide front line technical support to local and remote users via calls, chat, and email support.
Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issues.
Support commercial and customer specific applications and software.
Support operating system and internet browser issues.
Support desktops, laptops, mobile devices, printers, scanners, and other hardware.
Support wired and wireless network connections.
Support network infrastructure issues affecting end users.
Assist with password resets and account unlocks.
Assist with set up, installation, and configuration of hardware and software.
Diagnose, isolate, and resolve issues with network connectivity.
Handle majority of requests without additional assistance, following established procedures and using available knowledge base and support tools provided to follow issues through to a proper resolution.
Assist with creating and updating documentation, written instructions, and knowledge base articles.
Utilize ITSM incident tracking systems to create, work, and resolve tickets.
Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes.
Effectively determine when to escalate issues to specialist teams.
Provide excellent customer service to the end user.
Communicate with supervisors, peers, and end users to effectively solve issues.
Follow all company and department policies and procedures.
Additional responsibilities may vary depending on the contract and position.