Service Desk Analyst
@ Jobs via Dice

Hybrid
$40,000
Hybrid
Full Time
Posted 2 days ago

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XXXXXXXX XXXXXXXXXXX XXXXXX***** @saic.com
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Job Details

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.

📝 Interview Preparation Advice

Technical Preparation

Review DoD 8570 certification requirements.
Practice Tier 1/2 incident troubleshooting scenarios.
Familiarize with ticketing systems and remote tools.
Update knowledge base management techniques.

Behavioral Questions

Describe a challenging support case resolution.
Explain prioritization of multiple ticket issues.
Discuss adapting under high-pressure situations.
Share teamwork experience during escalations.

Frequently Asked Questions