Help Desk Analyst Job Listing at SAIC in Washington, DC (Job ID 2414930)

Description

Description

We are currently seeking a motivated, career and customer service oriented Help Desk Analyst to join our team in Washington DC.

This is a hybrid position 3 days in office, 2 days remote

In this role you will provide remote support to users for program application/software issues and problems. Take calls from end users, input end user incident information into the program's ticketing application, diagnose issues, recommend Tier 1 level solutions, and provide follow-up.  Possess an entry level experience and understanding of MIS environments.  Use a standardized problem management database and help desk ticketing system (BMC Remedy).

Duties/Tasks and Responsibilities

• Provide first level phone support for end users and internal staff of the Asset Forfeiture Program.
• Resolve questions or escalate issues regarding Forfeiture Systems Suite of software applications. 
• Record all user inquiries and their resolutions as well as service requests in the Remedy help desk ticketing system.
• Monitor and track system/software related inquiries forwarded to Tier 2 support for resolution.
• Develop and/or proof read documentation.
• Support the CSC Manager to accomplish new project initiatives and administrative tasks

Qualifications

Required:

• HS Diploma and 2 years of experience
• Ability to obtain and maintain a public trust requiring U.S. Citizenship
• Demonstrate experience utilizing Remedy, Microsoft Office Applications, and Skype.
• Ability to troubleshoot and effectively communicate with other team members
• Must be detail oriented and must be able to think independently
• Ability to track and monitor tasks to completion
• Excellent decision making and problem solving skills
• Must be team oriented and professional
• Excellent customer service and communication skills
• Must have a collaborative approach and team player attitude
• Work normal scheduled hours during core hours between 7:00am to 8:00pm
• Work late shifts as assigned where hours are from 12:00pm to 8:00pm.    

 Technical Proficiencies

•  Able to triage Tier 1 incidents with customer calls.

• Able to utilize BMC Remedy to input service ticket information
• Able to utilize VoIP phone system to answer and/or transfer calls to appropriate Tier 2 resolvers

 

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

 Apply on company website