Tier I - Mid Level Help Desk Analyst

Description

SAIC is currently seeking an experienced, motivated, career and customer service-oriented Tier I Help Desk Analyst (Mid Level) to join our team to begin an exciting and challenging career with SAIC.

Duties:

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Document user issues through the ServiceNow ticketing system and escalates as required.
• Provides first-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering teams to restore service and/or identify and correct core problem.
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Contribute to deliverables and performance metrics.

Qualifications

Qualifications

Required:

• AA Degree with at least 1 year experience or at least 3+ years of relevant work experience in lieu of degree
• Comprehensive knowledge in Information Technology service delivery
• Must be a U.S. Citizen
• Must be able to obtain a Public Trust

Desired:

• A+ Certification or higher desired
• HDI or ITIL certifications desired

Target salary range: $40,001 - $80,000. 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.