Service Desk II

SAIC

4h

About The Position

SAIC is supporting the Federal Deposit Insurance Corporation (FDIC) under the Information Security Services (ISS) contract, providing innovative solutions in cybersecurity, IT operations, and risk management. The Service Desk II analyst role involves providing advanced first- and second-level technical support within a 24x7x365 IT operations environment. This position requires handling more complex incidents, mentoring junior analysts, and ensuring high-quality customer service while adhering to established ITIL-aligned processes. SAIC is a Fortune 500 mission integrator focused on advancing technology and innovation across defense, space, civilian, and intelligence markets, offering secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services.

Requirements

• Advanced first- and second-level technical support capabilities
• Deeper technical knowledge than standard Tier I support
• Ability to troubleshoot issues related to desktops, laptops, mobile devices, operating systems, standard enterprise applications, and network connectivity
• Adherence to ITIL best practices for Incident, Request, and Knowledge Management

Responsibilities

• Respond to and resolve incidents and service requests that require deeper technical knowledge than standard Tier I support.
• Troubleshoot issues related to desktops, laptops, mobile devices, operating systems, standard enterprise applications, and network connectivity.
• Document all work performed, including troubleshooting steps, resolutions, and escalation details, in the ITSM system.
• Escalate issues to Tier III or specialized support teams when necessary, ensuring clear and complete handoff information.
• Provide guidance and informal mentoring to Tier I analysts to improve overall team capability.
• Monitor ticket queues, prioritize work based on impact and urgency, and ensure timely resolution within defined SLAs.
• Maintain strong communication with customers, providing updates and ensuring a positive support experience.
• Follow ITIL best practices for Incident, Request, and Knowledge Management.
• Support shift operations as needed to maintain 24x7x365 coverage.
• Participate in training, knowledge sharing, and process improvement activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees