- Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
- Provides onsite and remote technical support to approved seat service DCSA end users.
- Part of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
- In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
- Coordinates, resolves, and closes service requests beyond first call resolution.
- Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
- Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
- Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
- Tracks customer satisfaction benchmarks and metrics.
- Provides weekly, monthly, and customer service ad-hoc reports.
- Executes change management to perform smoother transition migrations.
- Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
- Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
- Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.
- Associate's degree or experience accepted in lieu of degree
- 3 to 5 years of experience
- Secret Clearance
- IAT-I, Certification in one of the following areas, A+ CE, CCNA-Security, Network+ CE, SSCP
- IAT-II, Certification in one of the following areas, CSA+, GICSP, GSEC, Security+ CE
-
Customer Support Analyst
3 weeks ago
Science Applications International Corporation Boyers, United StatesSupports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evol Support Analyst, Technical Su ...
-
Customer Support Analyst
3 weeks ago
SAIC Boyers, United StatesDescription · Introduction · Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The National Security & Sp ...
-
Customer Support Analyst
3 weeks ago
SAIC Boyers, United States· Introduction · Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The National Security & Space Sector ...
-
Stellar Enterprises Slippery Rock, United StatesOur employees - motivated individuals who fit in with us. Because we give them space to use their individual strengths and take on responsibility. Join our team, grow beyond yourself and shape the future of Continentale, EUROPA and Mannheimer - three strong brands, one group. · W ...
-
Material Analyst
1 week ago
ASRC Federal Holding Company, LLC Boyers, United StatesThe primary responsibility of the Material Analyst is to review documentation and process information assigned to specific background investigations, while meeting established guidelines. Material Analysts will support our Case Processing Operation C Analyst, Technology · ...
-
Material Analyst
1 week ago
ASRC Federal Holding Company Boyers, United StatesJob Description · The primary responsibility of the Material Analyst is to review documentation and process information assigned to specific background investigations, while meeting established guidelines. Material Analysts will support our Case Processing Operation Center Contr ...
-
Material Analyst
1 week ago
ASRC Federal Holding Company Boyers, United StatesJob DescriptionThe primary responsibility of the Material Analyst is to review documentation and process information assigned to specific background investigations, while meeting established guidelines. Material Analysts will support our Case Processing Operation Center Contract ...
-
IT Specialist
1 week ago
22nd Century Technologies, Inc. Boyers, United StatesDuration: Long Term · Job Description: · The Desktop Support/Tier II position will work within an established team to provide Tier II level Help Desk support for the end user community and is responsible for diagnosing, troubleshooting and resolving support requests for OPM custo ...
-
IT Specialist
4 days ago
E-talentnetwork Boyers, United StatesJob Description:The Desktop Support/Tier II position will work within an established team to provide Tier II level Help Desk support for the end user community and is responsible for diagnosing, troubleshooting and resolving support requests for OPM customers. This position will ...
-
financial management analyst
1 week ago
Defense Security Service Boyers, United StatesSummary The purpose of this position is to serve as a Financial Management Analyst (FMA) with the Office of the Chief Financial Officer (CFO). The FMA is responsible for projects associated with management and oversight of DCSA's Working Capital Fund (WCF), management and oversig ...
-
financial management analyst
5 days ago
Defense Counterintelligence and Security Agency Boyers, United StatesSummary · The purpose of this position is to serve as a Financial Management Analyst (FMA) with the Office of the Chief Financial Officer (CFO).The FMA is responsible for projects associated with management and oversight of DCSA's Working Capital Fund (WCF), management and overs ...
-
Vice President
4 days ago
Emerald Enterprises New Bethlehem, PA, United States FreelancePosition: Head of M&A · Location: New Bethlehem, PA · Salary: Competitive (based on experience) · Job Type: Permanent · Industry: Renewable Energy & Infrastructure, Energy, ESG & Green Tech Finance · Reference: NHLI-2NOV23 · Contact Name: Nicolas Huebner · The Role: · - Oversee a ...
-
Board Certified Behavior Analyst
1 day ago
Nucleus Healthcare Butler, United StatesAbout Us · Nucleus Healthcare is searching for a Board-Certified Behavior Analyst (BCBA) to work with one of our prestigious clients at a top-rated ABA provider managed by a clinical leadership team of BCBAs Our client provides ABA services in clinics, in family homes, and in the ...
-
Travel LPN
3 days ago
Supplemental Health Care Mercer, PA, United StatesSupplemental Health Care is seeking a LPN / LVN for a travel job in Mercer, Pennsylvania. · Job Description & Requirements · Specialty: LPN / LVN · Discipline: LPN / LVN · Start Date: ASAP · Duration: 13 weeks · Employment Type: Travel · Job Description: · Supplemental Health Car ...
-
Travel LPN
2 weeks ago
Supplemental Health Care Mercer, PA, United States TemporarySupplemental Health Care is seeking a LPN / LVN for a travel job in Mercer, Pennsylvania. · Job Description & Requirements · Specialty: LPN / LVN · Discipline: LPN / LVN · Start Date: ASAP · Duration: 13 weeks · Employment Type: Travel · Job Description: · Supplementa ...
-
Payroll Contractor
2 weeks ago
Graham Healthcare Group Mars, United States FreelanceJob Title · Payroll Contractor · Location · Seven Fields, PA, USA · Additional Location(s) · Employee Type · Contingent Worker · Working Hours Per Week · 40 · Job Description · As a Payroll Tax Analyst, you will perform duties that occur during multiple frequencies, in ...
-
IT finance business analyst
1 week ago
WernerCo. West Middlesex, United StatesPurpose of the Job: This IT position is responsible for supporting the day to day financial operations of a global manufacturing company. This role requires a combination of technical, analytical, and communication skills, as well as a deep understanding of the financial business ...
-
ERP Integrations Analyst
1 day ago
City of Philadelphia Butler, United States PermanentJob Description · Position Summary: · The ERP Integrations Analyst will play a crucial part in designing, building, testing, deploying and maintaining ERP Integrations with the City's enterprise systems. · Essential Functions: · The ERP Integration Analyst will be expected to: · ...
-
IT Business Analyst
2 weeks ago
WernerCo West Middlesex, United States· IT Business Analyst - Finance · ID · Category · Information Technology · Position Type · Regular Full-Time · About Us · WHY WERNER? BECAUSE WE ARE THE PRO'S CHOICE You will find our market leading products and brands on trucks and job sites all over the world. Focusing on e ...
-
Data Quality Analyst
3 weeks ago
WSN New Castle, United StatesWSN is seeking a Data Quality Sr. Analyst to place with our client, a major investment bank located in New Castle, DE. · The Data Quality Analyst (Data Quality Sr. Analyst) helps to ensure data sourced and provisioned by different areas, meets all required Data Quality standards ...
Customer Support Analyst - BOYERS, United States - SAIC Career Site
Description
Description
Introduction
Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The National Security & Space Sector of SAIC is seeking a Customer Support Analyst to support a transformational infrastructure program for DCSA.
SAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.
Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).
Job Description
· Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.
Qualifications
Required Qualifications
It is required that the Customer Support Analyst have the following qualifications:
Desired Qualifications
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.
