IT Service Desk Analyst

What We Do

We are the point of contact for Information Technology and related customer support for SAIC employees, contractors, partner and resource teams, ensuring support of users at every skill level and background. We are dedicated to enhancing customer productivity by providing superior technical, customer-focused high-value support service. We foster teamwork and provide continuous improvement in everything we do. We support our clients in many ways such as telephone calls, chat, and email requests.

Culture

We are a close-knit team that has a great collaborative team dynamic. We work for SAIC, a Fortune 500 company and one of the "World's Most Admired Companies". Forbes lists us as one of "America's Best Employers for Diversity" and one of "America's Best Employers for Veterans".

Who We Are Looking For

We are looking for people with a great work ethic, an enthusiasm for technology, and who are constantly learning new things. You also need to have wonderful people skills and can work with professionals that have varying levels of technical expertise. Ability to be flexible in scheduling and availability are expected.

Responsibilities

• Provide front line technical support to local and remote users via calls, chat, and email support.
• Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issues.
• Support commercial and customer specific applications and software.
• Support operating system and internet browser issues.
• Support desktops, laptops, mobile devices, printers, scanners, and other hardware.
• Support wired and wireless network connections.
• Support network infrastructure issues affecting end users.
• Assist with password resets and account unlocks.
• Assist with set up, installation, and configuration of hardware and software.
• Diagnose, isolate, and resolve issues with network connectivity.
• Handle majority of requests without additional assistance, following established procedures and using available knowledge base and support tools provided to follow issues through to a proper resolution.
• Assist with creating and updating documentation, written instructions, and knowledge base articles.
• Utilize ITSM incident tracking systems to create, work, and resolve tickets.
• Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes.
• Effectively determine when to escalate issues to specialist teams.
• Provide excellent customer service to the end user.
• Communicate with supervisors, peers, and end users to effectively solve issues.
• Follow all company and department policies and procedures.
• Additional responsibilities may vary depending on the contract and position.

Required Skills/Experience

• Must have a High school diploma or equivalent and 2 years of experience.
• Prefer up to 3 years of relevant experience in a high-paced customer service/technical support environment.
• Ability to work from home with consistent and safe work conditions (workspace, high-speed Internet, compatible Windows computer, etc.).
• Availability to work flexible hours in a 24x7x365 environment.
• Ability to work independently and within a team environment.
• Possess excellent communication skills, be dependable, outgoing, and positive with excellent problem-solving skills.
• Proven hardware/software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations.
• Proven experience providing effective and professional written & verbal communication, addressing moderately complex technical issues, ideas, and results via telephone, email, and chat.
• Demonstrated commitment and ability to provide excellent customer service and ability to collaborate effectively.
• Experience with common software and operating systems.
• Knowledge of IT support Best Practices, IT concepts/practices and comprehensive knowledge of personal computers.
• Experience supporting Microsoft 365 Suite tools, Office (2007 and later), and Windows 10 OS in an enterprise environment.
• Experience with account administration and password resets in a Microsoft Active Directory and/or Microsoft Entra ID (Azure AD) environments.
• Proficiency using and supporting common corporate applications, browsers, networks, VPN/remote access, and antivirus software.

Desired Skills

• Microsoft Active Directory, Entra ID (Azure Ad), and DFS experience, PowerShell.
• ITIL v3 or v4 Foundations.
• Microsoft Exchange Server-based email using Outlook, Office 365 administration.
• Technical certifications such as A+, N+, MCP, MCSE, CCNA.
• Technical writing, editing, and initial drafting.
• Knowledge of help desk software and tools.
• Mobile device support (Android and Apple).
• Web-based application support and development.

Key skills/competency

• Technical Support
• Troubleshooting
• Customer Service
• Microsoft 365
• Active Directory
• Network Connectivity
• ITIL
• Hardware Support
• Software Support
• Incident Tracking