Customer Support Specialist

3 days ago

Quantico, Virginia, United States SAIC Full time

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

To be successful in this role, you will need:

  • An Associate's 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

A TS/SCI clearance is highly desirable.

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