Tier II Help Desk Analyst

Description

SAIC is seeking an experienced, motivated, career and customer-service oriented Help Desk Analyst to join our team to begin an exciting and challenging career with SAIC in Las Vegas, NV.

Duties :

• The qualified applicant will provide Tier II help desk support to users unable to resolve tech issues that exceed Tier 1 level support.
• The candidate must provide creative solutions to customer problems to ensure customer satisfaction and productivity. Coordinate customer and support issues to ensure timely distribution of knowledge and productivity ensuring a positive impact on customer satisfaction.

Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.

• Consults with users to determine if existing hardware / software meets specifications required to support functionality for system effectiveness given the existing network environment.
• Recommends and oversees the installation of required hardware / software upgrades necessary to restore or enhance user system functionality.
• Engages in testing and modification of user systems in support of eventual recommendation and implementation for hardware or software updates.
• As necessary, simulates or recreates user problems to resolve operating difficulties
• Creates documentation in support of the maintenance of a document library of completed deliverables. These will be maintained to track performance metrics and log actions taken to address user / interoperability issues that impact client operations.
• Responsible for updating documentation across the team and utilizing operationally derived knowledge from actual cases resolved.
• Creates and maintains documentation specific to the analysis of user equipment configuration for the project; submits regular documentation covering required configurations and impact to network and user functionality due to lack thereof.
• Consults with network services, software systems engineering, and / or applications development in the restoration of services or to identify and correct core problems.
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

Qualifications

Required :

• Five (5+) years' experience or equivalent experience.
• Comprehensive knowledge in Information Technology service delivery
• A+ certification or higher
• Must be US Citizen and eligible to obtain a Top Secret / Doe Q

Desired :

• HDI or ITIL certifications
• Active Top Secret
• Bachelors Degree in related field

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.