Tier II Help Desk Analyst

3 weeks ago

Las Vegas, Nevada, United States SAIC Career Site Full time

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 Las Vegas, NV.

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:

  • Five (5+) 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 Top Secret/ Doe Q

Desired:

  • HDI or ITIL certifications
  • Active Top Secret
  • Bachelors Degree in related field
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.

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