Tier I – Mid Level Help Desk Analyst

  • SAIC, Inc
  • Germantown, MD, USA
  • Jul 20, 2021

Job Description

Description

SAIC is 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 5 years of relevant work experience or equivalent years of experience in lieu of degree.
  • Comprehensive knowledge in Information Technology service delivery
  • Must be able to obtain a Public Trust

Desired:

  • A+ Certification or higher desired
  • HDI or ITIL certifications desired

 


Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.