Job ID: 2306747

Location: AUSTIN, TX, US

Date Posted: 2023-05-10

Category: Information Technology

Subcategory: Technical Support

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: Yes

Description

SAIC is seeking a Service Desk Analyst to support the US Army Corps of Engineers RITS Program.

This is a REMOTE opportunity that can be performed anywhere in the US.

The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365. Selected candidates will have the following duties/responsibilities:

• Provide prompt, courteous, and high-quality end user support services to the approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).
• Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE.
• Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
• Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.
• Interact with Network Operations Security Center (NOSC), software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem.
• Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents.
• Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.

Qualifications

EDUCATION AND EXPERIENCE:

• AA Degree in related discipline and one year related experience (or, High School and two years of related experience with relevant certification)
• Experienced providing support and troubleshooting Tier 1/2 issues to completion
• Must be willing to travel when necessary
• Must have a valid drivers license

Certification(s): Current DoD 8570 IA Baseline Certification, IAT Level II (Examples: Security+ CE, CCNA Security, CSA+, GIC SP, GSEC, SSCP)

Clearance: Must possess an Interim Secret to start with the ability to obtain a Secret.

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.