Customer Support Analyst

2 months ago

Boyers, Pennsylvania, United States SAIC Career Site Full time

Description


Introduction



Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The National Security & Space Sector of SAIC is seeking a Customer Support Analyst to support a transformational infrastructure program for DCSA.



SAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.



Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).



Job Description



· Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.

Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.Provides onsite and remote technical support to approved seat service DCSA end users.Part of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices. In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.Coordinates, resolves, and closes service requests beyond first call resolution.Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.Tracks customer satisfaction benchmarks and metrics.Provides weekly, monthly, and customer service ad-hoc reports.Executes change management to perform smoother transition migrations.Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.

Qualifications



Required Qualifications



It is required that the Customer Support Analyst have the following qualifications:

  • Associate's degree or experience accepted in lieu of degree
  • 3 to 5 years of experience
  • Secret Clearance
  • IAT-I, Certification in one of the following areas, A+ CE, CCNA-Security, Network+ CE, SSCP


Desired Qualifications

  • IAT-II, Certification in one of the following areas, CSA+, GICSP, GSEC, Security+ CE


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.

  • Customer Service Representative

    2 weeks ago

    Boyers, Pennsylvania, United States ASRC Federal Holding Company Full time

    The primary responsibility of the Customer Service Representative is to receive and respond to routine informational inquiries and service requests through the use of various communication technologies. This position supports the Case Processing Operation Center (CPOC) within our Infrastructure Support & Professional Services (ISPS) Division.Key...

  • Field Services Technician

    2 weeks ago

    Boyers, Pennsylvania, United States SAIC Career Site Full time

    Description Introduction Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The National Security & Space Sector of SAIC is seeking a Field Services Technician to support a...

  • Contact Representative

    2 months ago

    Boyers, Pennsylvania, United States Non-Departmental Agency Full time

    Summary As a Contact Representative at the GS-0962-3, you will be part of Retirement Services, Office of Personnel Management. If selected, you will be responsible for providing support through the performance of a variety of routine tasks.This is an Open Continuous announcement. You must reapply every 90 days to remain eligible for consideration. See...

  • Customer Support Analyst

    5 days ago

    Boyers, United States SAIC Full time

    Description Introduction Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The National Security & Space Sector of SAIC is seeking a Customer Support Analyst to support a...

  • Material Analyst

    6 days ago

    Boyers, United States ASRC Federal Holding Company Full time

    Job Description The primary responsibility of the Material Analyst is to review documentation and process information assigned to specific background investigations, while meeting established guidelines. Material Analysts will support our Case Processing Operation Center Contract within our Defense Intel Division. This is a position of trust, a role that...

  • Material Analyst

    1 week ago

    Boyers, United States ASRC Federal Holding Company Full time

    Job DescriptionThe primary responsibility of the Material Analyst is to review documentation and process information assigned to specific background investigations, while meeting established guidelines. Material Analysts will support our Case Processing Operation Center Contract within our Defense Intel Division. This is a position of trust, a role that...

  • Customer Service Representative

    2 weeks ago

    Boyers, United States ASRC Federal Holding Company, LLC Full time

    The primary responsibility of the Customer Service Representative is to receive and respond to routine informational inquiries and service requests through the use of various communication technologies. This position supports the Case Processing Oper Customer Service Representative, Customer Service, Representative, Technology, Retail, Information

  • Operations Support Lead

    4 days ago

    Boyers, United States Zen Strategics LLC Full time

    Job DescriptionJob DescriptionDescription:Position Description: Seize your opportunity to make a personal impact as a Operations Support Lead. Zen is your place to make meaningful contributions to challenging projects and grow a rewarding career. As a Operations Support Lead you will be you will be responsible for ensuring the security of our client’s...

  • Operations Support Lead

    5 days ago

    Boyers, United States Zen Strategics LLC Full time

    Position Description: Seize your opportunity to make a personal impact as a Operations Support Lead. Zen is your place to make meaningful contributions to challenging projects and grow a rewarding career. As a Operations Support Lead you will be you will be responsible for ensuring the security of our client's Enterprise Security and Infrastructure...

  • Customer Service Representative

    2 weeks ago

    Boyers, United States ASRC Federal Holding Company Full time

    Job Description The primary responsibility of the Customer Service Representative is to receive and respond to routine informational inquiries and service requests through the use of various communication technologies. This position supports the Case Processing Operation Center (CPOC) within our Infrastructure Support Professional Services (ISPS) Division....

  • IT Specialist

    7 hours ago

    Boyers, United States E-talentnetwork Full time

    Job Description: The Desktop Support/Tier II position will work within an established team to provide Tier II level Help Desk support for the end user community and is responsible for diagnosing, troubleshooting and resolving support requests for OPM customers. This position will work closely with the Network Management: Engineering, Server Operations...

  • Contact Representative

    1 month ago

    Boyers, United States Non-Departmental Agency Full time

    Summary As a Contact Representative at the GS-0962-3, you will be part of Retirement Services, Office of Personnel Management. If selected, you will be responsible for providing support through the performance of a variety of routine tasks. This is an Open Continuous announcement. You...

  • Team Leader-Application Ingestion

    4 days ago

    Boyers, United States ASRC Federal Holding Company Full time

    Job Description Team Leader-Application Ingestion The primary role of the Team Leader is to coach and mentor employees by providing guidance to ensure they are following the established guidelines put in place to meet contractual obligations. This position supports the Case Processing Operation Center (CPOC) within our Defense and Intel Operating Group. Key...

  • Systems Engineer

    4 days ago

    Boyers, United States Iron Mountain Inc Full time

    At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain. We provide expert, sustainable...

  • Server Operations Team Lead

    4 days ago

    Boyers, United States Bering Straits Native Corporation Full time

    Overview Visit our website at www.beringstraits.com to apply! SUMMARY BGS, a subsidiary of Bering Straits Native Corporation is currently seeking a qualified Server Operations Team Lead for a government contract, Boyers, PA. The ideal candidate will coordinate day-to-day operational services supporting server infrastructure, facilities, hardware,...

  • Server Operations Team Lead

    3 days ago

    Boyers, United States Bering Straits Native Corporation Full time

    Overview Visit our website at  www.beringstraits.com  to apply! SUMMARY BGS, a subsidiary of Bering Straits Native Corporation is currently seeking a qualified Server Operations Team Lead for a government contract, Boyers, PA.  The ideal candidate will coordinate day-to-day operational services supporting server infrastructure, facilities, hardware,...

  • Server Operations Team Lead

    12 hours ago

    Boyers, United States Bering Straits Native Corporation Full time

    Overview Visit our website at www.beringstraits.com  to apply! SUMMARY BGS, a subsidiary of Bering Straits Native Corporation is currently seeking a qualified Server Operations Team Lead for a government contract, Boyers, PA.  The ideal candidate will coordinate day-to-day operational services supporting server infrastructure, facilities, hardware,...

  • Server Operations Team Lead

    4 days ago

    Boyers, United States Bering Straits Native Corporation (BSNC) Full time

    Overview: Visit our website at www.beringstraits.com to apply! SUMMARY BGS, a subsidiary of Bering Straits Native Corporation is currently seeking a qualified Server Operations Team Lead for a government contract, Boyers, PA. The ideal candidate will coordinate day-to-day operational services supporting server infrastructure, facilities, hardware, software,...

  • Data Quality Clerk

    4 days ago

    Boyers, United States BVTI Full time

    Description This position is covered by the McNamara-O'Hara Service Contract Act (SCA) of 1965. The pay rate and health and welfare allowance are determined by the Wage and Hour Division of the Department of Labor and are specified in the applicable Wage Determination agreement. Partial telework opportunities are possible. Travel Requirement None. VA...

  • Data Quality Clerk

    5 days ago

    Boyers, United States BVTI Full time

    Description This position is covered by the McNamara-O'Hara Service Contract Act (SCA) of 1965. The pay rate and health and welfare allowance are determined by the Wage and Hour Division of the Department of Labor and are specified in the applicable Wage Determination agreement. Partial telework opportunities are possible. Travel Requirement None. VA...

  • Data Quality Clerk

    5 days ago

    Boyers, United States Best Value Technology Full time

    Req Number QUA-24-00006 Location Boyers, PA Description This position is covered by the McNamara-O'Hara Service Contract Act (SCA) of 1965. The pay rate and health and welfare allowance are determined by the Wage and Hour Division of the Department of Labor and are specified in the applicable Wage Determination agreement. Partial telework opportunities are...