Service Desk Analyst

SAIC

110d • $40,000 • Remote

About The Position

SAIC is seeking a Service Desk Analyst to support the US Army Corps of Engineers RITS Program. This is a REMOTE opportunity that can be performed anywhere within the US. The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints.

Requirements

• AA Degree in related discipline (or, High School and two years of related experience with relevant certification) and one (1) year applicable experience.
• Experienced providing support and troubleshooting Tier 1/2 issues to completion.
• Must be willing to travel when necessary.
• Must have a valid drivers license.
• Current DoD 8570 IA Baseline Certification, IAT Level II Security+ CE.
• Must have the ability to obtain a Secret clearance. United States Citizenship required.

Responsibilities

• Provide prompt, courteous, and high-quality end user support services to the approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).
• Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE.
• Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
• Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.
• Interact with Network Operations Security Center (NOSC), software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem.
• Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents.
• Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree