IT Service Desk Analyst at SAIC

United States

SAIC is hiring an IT Service Desk Analyst to support our Multi-Client Service Desk. Remote role can be worked anywhere within the United States. This role may not be immediately available. 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 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". 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. SAIC® [http://www.saic.com/] is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com [http://www.saic.com/]. For ongoing news, please visit our newsroom [http://www.saic.com/who-we-are/newsroom/].