What are the responsibilities and job description for the IT Service Desk Analyst position at SAIC?
Description
SAIC is hiring a Service Desk Agent to support our Digital Workspace team. The position will initially support our Multi-Client desk and then transition to support our DOT desk in a full time capacity.
What we do
We are the point of contact for Information Technology and related customer support providing off-hours coverage for Digital Workspace Clients, ensuring 24 by 7 support is available to federal, state, local and corporate users at every skill level and background. We are dedicated to enhancing customer productively 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 is listed as 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”.
Our Company Values
Passion- Love what you do
Empowerment- Decide and act
Integrity- Be real
Inclusion- Embrace differences
Innovation- Think courageously
Who we are looking for
We are looking for people with a great work ethic, an enthusiasm for technology, and 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.
Qualifications
REQUIRED SKILLS / EXPERIENCE :
DESIRED SKILLS :
Target salary range : Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy : SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Salary : $40,000
