Job ID: 2305216

Location: SAN DIEGO, CA, US

Date Posted: 2023-04-14

Category: Wage Determination (SCA)

Subcategory: Service Contract Act

Schedule: Full-time

Shift: Rotating

Travel: Yes, 10 % of the Time

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.

NOTE:

• This is a rotating-shift, 24/7 operation in a call center environment
• Must be able to work an 8 hour shift within the 1st, 2nd and/or 3rd shift options; shift option times vary
• 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 applications
• Assists end-users/customers in resolving their IT issues accurately and promptly
• Takes 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 requests
• Interacts with the end-user to resolve the user's technical issues
• Remotely 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 own
• Troubleshoots network connectivity issues, working with remote employees on a corporate network
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
• May escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own
• Provides supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem
• Supports users by performing system tests and updates after they complete their troubleshooting and necessary repairs
• Supports 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 chat
• Ability to learn customer support processes and techniques
• Ability to work well with all teammates and multi-task in a fast-paced environment
• Outstanding analytical and problem solving skills, and excellent customer service
• Excellent interpersonal, written, and oral communication skills

Required Certifications:

• Ability to obtain a DoD 8570 IAT Level I certification within 90 days of hire date

Required Clearance:

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

Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.