Technical Support Analyst

6 days ago

Norfolk, Virginia, United States SAIC Full time
Job Summary

SAIC is seeking a skilled IT Service Desk Analyst to support the Navy's Service Management, Integration and Transport Program (SMIT) at a secure and dynamic work environment.

Key Responsibilities
  • Provide technical support to customers via various communication channels, including email, chat, and phone.
  • Assist end-users in resolving their IT issues accurately and promptly, utilizing problem-solving skills and technical expertise.
  • Take detailed notes of customer issues, determine steps to resolve the issue, and manage the flow of incoming support requests.
  • Interact with customers to resolve technical issues, utilizing effective communication and interpersonal skills.
  • Troubleshoot network connectivity issues, working with remote employees on a corporate network.
  • Develop and sustain productive customer relationships, prioritizing customer needs and satisfaction.
  • Escalate complex problems to higher-level IT support specialists and experts when necessary.
  • Provide supervisors or specialists with notes regarding the problem, steps taken to resolve the issue, and diagnosis of the user's problem.
  • Support users by performing system tests and updates after troubleshooting and necessary repairs.
  • Support department-wide operations by contributing to the creation, editing, and maintenance of IT documents.
Requirements
  • High School Diploma/GED and 1+ years of IT support experience; education accepted in lieu of experience.
  • Ability to solve technical issues via various communication channels.
  • Ability to learn customer support processes and techniques.
  • Ability to work well with all teammates and multi-task in a fast-paced environment.
  • Outstanding analytical and problem-solving skills, and excellent customer service.
  • Excellent Interpersonal, written, and oral communication skills.
  • Ability to obtain a DOD Secret clearance (US Citizenship required).

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