Description
Description
SAIC is proud to support the Federal Deposit Insurance Corporation (FDIC) under the newly awarded Information Security Services (ISS) contract, providing innovative solutions to strengthen and safeguard the nation's banking system. We are seeking passionate and talented professionals to join our team in delivering cutting-edge cybersecurity, IT operations, and risk management services. This exciting opportunity allows you to work alongside industry leaders, leveraging advanced technologies to support the FDIC's mission of maintaining public confidence in the financial system.
A Service Desk II analyst provides advanced first‑ and second‑level technical support within a 24x7x365 IT operations environment. This role handles more complex incidents, mentors' junior analysts, and ensures high‑quality customer service while following established ITIL‑aligned processes.
Key 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.
Qualifications
EDUCATION AND EXPERIENCE:
- Associate's Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification.
- Minimum of two (2) years of experience in an IT Service Desk or technical support role.
- ITIL v4 Foundations certification.
- Strong oral and written communication skills with a professional, customer‑focused demeanor.
- Ability to troubleshoot and resolve a wide range of technical issues with minimal supervision.
Preferred Qualifications:
- Experience with enterprise ITSM tools such as ServiceNow, Remedy, or Cherwell.
- Familiarity with Active Directory, remote support tools, and standard enterprise applications.
- Experience supporting federal agencies or regulated environments.
- Ability to work rotating shifts, including nights, weekends, and holidays.
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