IT Service Desk Analyst

Description

SAIC is hiring a Service Desk Agent to support our Digital Workspace Multi-Client Service Desk in Oak Ridge, TN.

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 :

• Must have a High school diploma or equivalent.
• Must be a U.S. Citizen and be able to obtain Public Trust clearance.
• 1-3 years of relevant experience in a high-paced customer service / support environment.
• Ability to work from home with consistent and safe work conditions (workspace, high-speed Internet, compatible Windows computer, etc.).
• Availability to work flexible hours in a 24x7x365 environment.
• Ability to work independently and within a team environment.
• Possess excellent communication skills, be dependable, outgoing, and positive with excellent problem-solving skills.
• Proven hardware / software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations.
• Proven experience providing effective and professional written & verbal communication, addressing moderately complex technical issues, ideas, and results via telephone, email, and chat.
• Demonstrated commitment and ability to provide excellent customer service and ability to collaborate effectively and Experience with common software and operating systems.
• Knowledge of IT support Best Practices, IT concepts / practices and comprehensive knowledge of personal computers.
• Experience supporting Microsoft 365 Suite tools, Office (2007 and later), and Windows 10 OS in an enterprise environment.
• Experience with account administration and password resets in a Microsoft Active Directory and or Microsoft Entra ID (Azure AD) environments.
• Proficiency using and supporting common corporate applications, browsers, networks, VPN / remote access, and antivirus software.

DESIRED SKILLS :

• Microsoft Active Directory, Entra ID (Azure Ad), and DFS experience, PowerShell.
• ITIL v3 or v4 Foundations
• Microsoft Exchange Server-based email using Outlook, Office 365 administration.
• Technical certifications such as A+, N+, MCP, MCSE, CCNA
• Technical writing, editing, and initial drafting.
• Knowledge of help desk software and tools
• Mobile device support (Android and Apple).
• Web-based application support and development.

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.