Job Description

Description

SAIC is seeking a Service Desk Analyst to support the US Army Corps of Engineers RITS Program.

This is a REMOTE opportunity that can be performed anywhere within the US.

The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints. 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.
• Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.
• Interact with Network Operations Security Center (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

REQUIRED EDUCATION AND EXPERIENCE:

· AA Degree in related discipline (or, High School and two years of related experience with relevant certification) and one (1) year applicable experience

· Experienced providing support and troubleshooting Tier 1/2 issues to completion

· Must be willing to travel when necessary

· Must have a valid drivers license

REQUIRED Certification(s):

· Current DoD 8570 IA Baseline Certification, IAT Level II Security+ CE

REQUIRED Clearance:

· Must have the ability to obtain a Secret. United States Citizenship required

Target salary range: $40,001 - $80,000. 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.

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.