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IT Customer Support Specialist

2 months ago

Quantico, Virginia, United States SAIC Full time

Position Overview

As a vital contributor to national security, you will be part of a dedicated team of IT professionals committed to enhancing and modernizing the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). The Air Force and Combatant Commands Business Group at SAIC is looking for a Customer Support Analyst to facilitate a transformative infrastructure initiative for DCSA.

SAIC takes pride in its role in supporting DCSA to protect our nation's sensitive information. DCSA serves as the designated authority overseeing the accreditation of classified facilities, information systems, and the insider threat program, which includes security oversight for over 10,000 companies and approximately 13,000 facilities engaged in classified operations across the DoD and 31 Federal agencies.

In the context of the DCSA One IT program, SAIC is tasked with delivering a comprehensive IT solution that offers a highly secure and adaptable IT infrastructure, exceptional customer support, and innovative technologies that advance the DCSA mission within a unified IT framework.

Key Responsibilities

  • Facilitate customer service requests and IT service delivery within the IT environment and for mission applications, aligning with the strategic objectives of DCSA's IT modernization and One IT initiatives to enhance the enterprise IT environment supporting the DCSA mission in accordance with DCSA and DoD policies and industry best practices.
  • Conduct research and maintain expertise in emerging technologies, industry trends, best practices, and principles of IT customer support.
  • Provide both on-site and remote technical assistance to authorized DCSA end users.
  • Be part of a mission-ready call center team to assist staff with issues related to data input/output devices, including laptops, tablets, workstations, 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 teams to deliver IT technical support by dispatching the appropriate resources to troubleshoot and resolve IT issues, minimizing user impact.
  • Coordinate, resolve, and close service requests that extend beyond first-call resolution.
  • Manage customer interactions across various communication channels and business lines, utilizing customized interfaces and information delivery methods.
  • Ensure the IT Service Catalog is current and accurate, adding missing services and recommending additional offerings as necessary.
  • Implement strategies for practices, technologies, automation, and solutions to achieve operational efficiencies, enhance self-service options, modernize service management, and improve the customer experience.
  • Monitor customer satisfaction metrics and benchmarks.
  • Generate weekly, monthly, and ad-hoc customer service reports.
  • Execute change management processes to facilitate smoother transition migrations.
  • Support information sharing and knowledge management capabilities, along with continuous process improvement and performance tracking.
  • Maintain and update a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
  • Ensure that laptops, PCs, and other access devices meet expected performance and security standards, with timely and effective patching and updates.

Qualifications

Essential Qualifications

The ideal candidate for the Customer Support Analyst position should possess the following qualifications:

  • An Associate's Degree in a relevant field.
  • A minimum of three (3) years of related experience. An additional two (2) years of relevant experience may be considered in lieu of a degree.
  • An active Secret clearance.
  • Security + CE certification.