Tier I - Mid Level Help Desk Analyst

Germantown, MD
Feb 20, 2021
Feb 25, 2021
Full Time
Job ID: 212582 *Location: * GERMANTOWN , MD , US *Date Posted: *2021-02-19 *Category: *Engineering and Sciences *Subcategory: *Field Technician *Schedule: *Full-time *Shift: *Day Job *Travel: *Yes, 10 % of the Time *Minimum Clearance Required: *None *Clearance Level Must Be Able to Obtain: *Public Trust *Potential for Remote Work: *No *Description* We are 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* Required: * Must possess a Bachelor's Degree plus at least 5A' years of relevant work experience * Comprehensive knowledge in Information Technology service delivery * Must be US CitizenA' andA' eligible to obtain a Public Trust Desired: * A+ Certification or higher desired * HDI or ITIL certifications desired A' SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit [saic.com](or [Working at SAIC](for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.