Tier II Desktop Support

SAIC•Albuquerque, NM

About The Position

SAIC accepts applications on an ongoing basis and there is no deadline. SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom . SAIC is seeking an experienced, motivated, career and customer-service oriented Help Desk Analyst to join our team to begin an exciting and challenging career with SAIC in Albuquerque, NM. Duties: The qualified applicant will provide Tier II help desk support to users unable to resolve tech issues that exceed Tier 1 level support. The candidate must provide creative solutions to customer problems to ensure customer satisfaction and productivity. Coordinate customer and support issues to ensure timely distribution of knowledge and productivity ensuring a positive impact on customer satisfaction. Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers. Consults with users to determine if existing hardware/software meets specifications required to support functionality for system effectiveness given the existing network environment. Recommends and oversees the installation of required hardware/software upgrades necessary to restore or enhance user system functionality. Engages in testing and modification of user systems in support of eventual recommendation and implementation for hardware or software updates. As necessary, simulates or recreates user problems to resolve operating difficulties. Creates documentation in support of the maintenance of a document library of completed deliverables. These will be maintained to track performance metrics and log actions taken to address user/interoperability issues that impact client operations. Responsible for updating documentation across the team and utilizing operationally derived knowledge from actual cases resolved. Creates and maintains documentation specific to the analysis of user equipment configuration for the project; submits regular documentation covering required configurations and impact to network and user functionality due to lack thereof. Consults with network services, software systems engineering, and/or applications development in the restoration of services or to identify and correct core problems. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

Requirements

Bachelor’s degree in a related field such as Network or Systems Engineering, Computer Science/Computer Engineering and two (2+) years' experience or equivalent education and experience.
5 years of relevant experience required or 7 years in lieu of education.
Comprehensive knowledge in Information Technology service delivery.
Must be US Citizen and be able to obtain a DOE Q clearance.

Nice To Haves

HDI or ITIL certifications.
A+

Responsibilities

Provide Tier II help desk support to users unable to resolve tech issues that exceed Tier 1 level support.
Provide creative solutions to customer problems to ensure customer satisfaction and productivity.
Coordinate customer and support issues to ensure timely distribution of knowledge and productivity ensuring a positive impact on customer satisfaction.
Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
Consults with users to determine if existing hardware/software meets specifications required to support functionality for system effectiveness given the existing network environment.
Recommends and oversees the installation of required hardware/software upgrades necessary to restore or enhance user system functionality.
Engages in testing and modification of user systems in support of eventual recommendation and implementation for hardware or software updates.
As necessary, simulates or recreates user problems to resolve operating difficulties.
Creates documentation in support of the maintenance of a document library of completed deliverables.
Maintains documentation to track performance metrics and log actions taken to address user/interoperability issues that impact client operations.
Responsible for updating documentation across the team and utilizing operationally derived knowledge from actual cases resolved.
Creates and maintains documentation specific to the analysis of user equipment configuration for the project; submits regular documentation covering required configurations and impact to network and user functionality due to lack thereof.
Consults with network services, software systems engineering, and/or applications development in the restoration of services or to identify and correct core problems.