IT Customer Support Specialist

1 week ago

Quantico, Virginia, United States SAIC Full time

Position Overview

As a vital contributor to national security, you will play a key role in a dedicated team of IT professionals focused on enhancing and modernizing the IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). The Air Force and Combatant Commands Business Group at SAIC is in search of a Customer Support Analyst to aid in a transformative infrastructure initiative for DCSA.

SAIC is committed to supporting DCSA in the protection of our nation's sensitive information. DCSA serves as the primary oversight authority for the accreditation of classified facilities, information systems, and the insider threat program, overseeing more than 10,000 companies and approximately 13,000 facilities engaged in classified operations across the DoD and 31 Federal agencies.

Within the DCSA One IT program, SAIC is tasked with delivering a comprehensive IT solution that ensures a highly secure and adaptable IT infrastructure, provides exceptional customer support, and incorporates advanced technologies to facilitate operations and advance the DCSA mission under a unified IT framework.

Key Responsibilities

  • Facilitates customer service inquiries and IT service delivery within the IT ecosystem and for mission-critical applications, aligning with the strategic goals of DCSA's IT modernization and One IT initiatives to enhance the enterprise IT environment in accordance with DCSA and DoD policies and industry best practices.
  • Conducts research and maintains expertise in emerging technologies, industry trends, best practices, and principles of IT customer support.
  • Delivers both on-site and remote technical assistance to authorized DCSA end users.
  • Operates as part of a call center of skilled technicians ready 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. Collaborates with desk-side support and service desk teams to provide IT technical support by assigning or dispatching the appropriate resources to troubleshoot and resolve IT technical issues and outages, ensuring minimal disruption to users.
  • Coordinates, resolves, and finalizes service requests that require more than first-call resolution.
  • Manages customer interactions across various communication channels and business lines, utilizing customized interfaces and information delivery methods.
  • Ensures the IT Service Catalog is current and accurate, adding missing services and recommending new services as necessary.
  • Implements strategies for practices, technologies, automation, and solutions to achieve operational efficiencies, enhance self-service options, modernize service management, and improve the overall customer experience.
  • Monitors customer satisfaction metrics and benchmarks.
  • Generates weekly, monthly, and ad-hoc customer service reports.
  • Implements change management processes to facilitate smoother transition migrations.
  • Promotes information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring.
  • Maintains and updates a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
  • Ensures that laptops, PCs, and other access devices are built and maintained to 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.

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