IT Customer Support Specialist

2 weeks 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 focused on enhancing and transforming the 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 is committed to supporting DCSA in the protection of our nation's sensitive information. DCSA oversees the accreditation of classified facilities, information systems, and the insider threat program, managing security 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 aims to deliver a comprehensive IT solution that ensures a highly secure and adaptable IT infrastructure, alongside exceptional customer support and advanced technologies that align with the DCSA mission under a unified IT framework.

Key Responsibilities

  • Facilitate customer service requests and IT service delivery within the IT ecosystem and for mission applications, aligning with the strategic goals of DCSA's IT modernization and One IT initiatives to enhance the enterprise IT environment.
  • Conduct research and maintain expertise in emerging technologies, industry trends, best practices, and principles related to IT customer support.
  • Provide both on-site and remote technical assistance to authorized DCSA end users.
  • Be part of a mission-ready support team to assist users 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 technical issues.
  • Coordinate, resolve, and finalize service requests that extend beyond initial call resolution.
  • Manage customer interactions across various communication channels and business lines, ensuring tailored interfaces and information delivery methods.
  • Ensure the accuracy and currency of the IT Service Catalog, identifying missing services and recommending additional offerings.
  • Implement strategies for practices, technologies, automation, and solutions to enhance operational efficiencies, improve self-service options, modernize service management, and elevate the customer experience.
  • Monitor customer satisfaction metrics and benchmarks.
  • Generate weekly, monthly, and ad-hoc customer service reports.
  • Oversee change management processes to facilitate smoother transition migrations.
  • Promote information sharing and knowledge management capabilities, focusing on continuous process improvement and performance tracking.
  • Maintain and update a knowledge base for investigating, diagnosing, and resolving incidents as necessary.
  • Ensure that laptops, PCs, and other access devices meet performance and security standards, with timely and effective patching and updates.

Qualifications

Essential Qualifications

  • 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.
  • Possession of an active Secret clearance.
  • Security + CE certification.

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