Service Desk Analyst

  • SAIC, Inc
  • Huntsville, AL, USA
  • Jun 22, 2021

Job Description

Description

SAIC is seeking a Service Desk Analyst to support the US Army Corps of Engineers RITS Program.  Location: Huntsville, AL.

The Enterprise Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365. Selected candidates will have the following duties/responsibilities:

  • Provide prompt, courteous, and high-quality end user support services to the approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).
  • Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE. 
  • Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
  • Ensure consistent incident, change, and problem life cycle processing.
  • Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.
  • Interact with NOSC, software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem.
  • Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution.
  • Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents.
  • Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.

Qualifications

EDUCATION AND EXPERIENCE:

  • AA Degree in related discipline and one year related experience (or, High School and two years of related experience with relevant certification)
  • Experienced providing support and troubleshooting Tier 1/2 issues to completion

Certification(s): ITIL, Security+

Clearance: Ability to obtain and maintain a Secret.