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Service Desk Analyst
Jobs via Dice
Original Job Summary
Job Overview
The Service Desk Analyst supports the US Army Corps of Engineers RITS Program as a key contact for end users. This is a remote position that can be performed anywhere in the US, serving approximately 37,000 USACE customers.
Responsibilities
- Provide prompt, courteous, and quality end user support.
- Troubleshoot Tier 1/2 incident tickets and service requests.
- Ensure accurate ticket triage, categorization, and documentation.
- Interface with users via phone, chat, remote desktop, email.
- Collaborate with NOSC, engineering, and development teams.
- Update and maintain a comprehensive knowledge base.
- Monitor and track incident, problem, and change statuses.
Qualifications
Educational requirements include an AA Degree or a high school diploma with two years of relevant experience plus certification. Candidates must have one year applicable experience, current DoD 8570 IA Baseline Certification, and IAT Level II Security+ CE. Valid driver license and willingness to travel are required. The ability to obtain a Secret clearance is mandatory, and US Citizenship is required.
About the Company
SAIC is a premier technology integrator providing full life cycle services in technical, engineering, intelligence, and IT markets, with approximately 15,000 employees and annual revenues near $4.5 billion. For more information, visit saic.com.
Key skills/competency
- Technical Support
- Troubleshooting
- Ticketing
- Incident Management
- Tier 1
- Tier 2
- Remote Support
- Knowledge Base
- Communication
- DoD 8570
How to Get Hired at Jobs via Dice
🎯 Tips for Getting Hired
- Customize your resume: Emphasize technical support skills and certifications.
- Highlight relevant experience: Focus on Tier 1/2 troubleshooting expertise.
- Prepare stories: Include examples of effective issue resolution.
- Research SAIC: Understand their missions and tech integration projects.