Technical Svcs Analyst

SAIC-posted 4 months ago
$40,001 - $80,000/Yr
Full-time
Remote
Professional, Scientific, and Technical Services
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SAIC is seeking Service Desk Technicians to join our team providing support for the United States Air Force Agency for Modeling and Simulation (AFMS) and their Learning Management System integrated software stack deployed on the Digital Learning Services Architecture (DLSA) and used by Air Force, Air National Guard, and Air Force Reserve personnel. This position can be worked remotely from anywhere within the United States.

  • Provide technical support for remote or onsite users for program application/software issues and problems.
  • Communicate with end users through email and other means to gather and log incident information into the program's ticketing application.
  • Troubleshoot and diagnose issues, recommend solutions, resolve issues, and provide follow-up.
  • Report design, reliability, and maintenance problems to engineering teams.
  • Bachelors degree in an IT-related field, experience can be considered in lieu of education.
  • 2+ years experience with a standardized problem management database and service desk ticketing system.
  • Minimum of 1 year of technical support experience in a Service Desk environment.
  • Proven software troubleshooting experience.
  • Understanding of IT Service Management practices and problem tracking software tools.
  • Able to communicate effectively and professionally both verbally and in writing with end users, engineers, and other team members.
  • Ability to track and monitor tasks to completion.
  • Excellent decision making and problem-solving skills with ability to address complex technical issues.
  • Able to collaborate and work well with teammates in a fast-paced environment.
  • Excellent customer service and communication skills.
  • 1+ year experience with Learning Management System (LMS) software.
  • Familiarity with DoD or government IT environments and administrative processes.
  • Technical certifications such as A+ or SEC+.
  • Highly preferred AA degree in an IT related field and 4 years of experience or HS and 6 years of experience.
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