Tier 2 Help Desk Analyst Job Listing at SAIC in Ashburn, VA (Job ID 2612465)

Description

Description

SAIC is currently seeking a motivated, career and customer-oriented Help Desk Analyst (Senior) to join our team to begin an exciting and challenging career in Ashburn, VA. The organization is a fast-paced, changing environment supporting dozens of systems serving thousands of users at numerous government agencies. Superior customer service and verbal skills are required. This position requires ability to work independently as well as within groups. Accuracy and close attention to detail, timeliness, and professionalism in all areas of the support activity is imperative.

• Work as tier 2 support with advanced knowledge to respond to incoming client and customer requests and tickets (identify, research, and resolve technical support issues) 
• Act as a direct interface to business users for IT support issues 
• Create user accounts, grant and revoke system access, lock and unlock accounts
• Troubleshoot and escalate (as needed) application issues, isolating and diagnosing common incidents. 
• Guide and support system users. 

Qualifications

Required Skills and Experience

• Ability to react to rapid changes in information technology 
• Ability to maintain customer focus in the midst of difficult circumstances, providing a high level of professionalism and customer service 
• Ability to manage multiple priorities in a fast-paced environment 
• Experience supporting large service desk environments 
• Ability to follow escalation procedures when incidents require referral to the next level of support 
• Experience working with multitiered ticket handling/resolution systems 
• Professional oral and written communication skills required 
• Ability to work well under pressure, meeting multiple deadlines 
• Ability to work independently with minimum supervision 
• Familiarity with enterprise information technologies, including desktop and web technologies; on-premises and cloud infrastructures; server configuration, administration, and monitoring; database management systems; and security practices and protocols.

Education/Equivalent Training

• Associates degree required; BA/BS in computer science or related field desired.
• Minimum 1 year of experience in a help desk environment required 
• Strong written communication skills
• Familiarity with ServiceNow and Microsoft 365, especially Teams, Outlook, Excel
• Experience working in an Agile environment

Customer Requirements

• Clearance – Ability to obtain and hold a public trust position and favorable suitability based on a CBP Background Investigation
• Citizenship – Must be a US Citizen
• Location – Hybrid with on-site (Ashburn, VA) visits 2 days per week and if a mission need. All candidates must be within the GWA/commutable area.