Tier II Help Desk Analyst

  • SAIC, Inc
  • Germantown, MD, USA
  • Jun 24, 2021

Job Description

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 Germantown, MD.

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:

  • Bachelor’s degree in a related field such as Network or Systems Engineering, Computer Science/Computer Engineering and two (2) 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 Public Trust

Desired:

  • HDI or ITIL certifications 
  • Active Public Trust