Tier II Help Desk Analyst

2 weeks ago

Washington, Washington, D.C., United States SAIC Full time

Job Summary

We are seeking a highly motivated and customer-focused Technical Support Specialist to join our team at SAIC. As a key member of our IT department, you will be responsible for providing technical support to our field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

Key Responsibilities

  • Provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
  • Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
  • Report design, reliability, and maintenance problems or bugs to design engineering/software engineering.
  • May be involved in customer installation and training.
  • Provide support to customer/users where the product is highly technical or sophisticated in nature.
  • Generally interact directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
  • Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources.

Requirements

TYPICAL EDUCATION AND EXPERIENCE:

  • Bachelor's degree and 2 years related experience, or 4+ years additional experience in lieu of degree.
  • U.S. citizenship required.
  • A+ certification or higher required.
  • Security+, Network+, HDI, or ITIL certifications desired.
  • Must be able to obtain a DOE Q clearance.

Compensation

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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