IT Service Desk Analyst

Job ID 2405596

Location SAN DIEGO, CA, US

Date Posted 2024-04-17

Category Wage Determination (SCA)

Subcategory Service Contract Act

Schedule Full-time

Shift Day Job

Travel No

Minimum Clearance Required Interim Secret

Clearance Level Must Be Able to Obtain Secret

Potential for Remote Work No

Description

SAIC is seeking an IT Service Desk Analyst to support the Navy's Service Management, Integration and Transport Program (SMIT) at Naval Base San Diego in San Diego, CA.

This position is located in San Diego, CA and is therefore open to candidates local to the area only.

NOTE

Weekends and Holidays possible based on client needs

Job Duties And Responsibilities

Operates as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applicationsAssists end-users/customers in resolving their IT issues accurately and promptlyTakes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requestsInteracts with the end-user to resolve the user's technical issuesRemotely accesses the user's computer and making changes to their system and settings by navigating around application menus, or may be required to remote into customer's computer to fix an issue. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their ownTroubleshoots network connectivity issues, working with remote employees on a corporate networkDevelops and sustains a productive customer relationship, making the customer and their needs a primary focusMay escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their ownProvides supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problemSupports users by performing system tests and updates after they complete their troubleshooting and necessary repairsSupports department-wide operations by supporting the creation, editing, and maintenance of IT documents

Qualifications

Required Education

High School Diploma/GED and 1+ years of IT support experience; education accepted in lieu of experience

Required Experience

Ability to solve technical issues via telephone, email, and chatAbility to learn customer support processes and techniquesAbility to work well with all teammates and multi-task in a fast-paced environmentOutstanding analytical and problem solving skills, and excellent customer serviceExcellent interpersonal, written, and oral communication skills

Required Certifications

Must have one current DoD 8570 IAT Level I certification

Required Clearance

Ability to obtain a DoD Secret clearance (US Citizenship required). Able to start once Interim Secret is granted

Target salary range $45,001 - $55,000. 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.