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Customer Support Specialist
2 months ago
Job Summary
SAIC is seeking a highly skilled Customer Support Analyst to support the transformational infrastructure program for the Defense Counterintelligence and Security Agency (DCSA). As a key member of our team, you will play a critical role in delivering exceptional IT service delivery and customer support to our clients.
Key Responsibilities
- Provide timely and effective customer service support to resolve IT-related issues and requests within the IT environment and for mission applications.
- Research and maintain expertise in emerging technologies, industry developments, trends, best practices, and principles of IT customer support.
- Provide on-site technical support to approved seat service DCSA end users, ensuring minimal disruption to their work.
- Participate in a call center of mission-ready technicians to assist staff with data input/output devices issues, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
- Collaborate with desk side support and service desk resource teams to troubleshoot and isolate IT technical issues and outages, ensuring prompt resolution.
- Coordinate, resolve, and close service requests beyond first call resolution, ensuring customer satisfaction.
- Handle customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
- Support the currency and accuracy of the IT Service Catalog, adding missing services and/or making recommendations for services not offered.
- Execute plans for practices, technologies, automation, and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and enhance the customer experience.
- Track customer satisfaction benchmarks and metrics, providing regular reports.
- Execute change management to perform smoother transition migrations.
- Support information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
- Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
- Ensure laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring prompt patching and updates.
Requirements
- Associates Degree and six (6) or more years of relevant experience. An additional two (2) years of experience may be considered in lieu of a degree.
- IAT-II certification in one of the following areas: Security + CE, CCNA-Security, CySA+, CISCP, GSEC, CND, and/or SSCP.
- Active Top Secret security clearance.
Preferred Qualifications
- TS/SCI.
