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    Tier II Desktop Support - Albuquerque, United States - SAIC

    SAIC
    SAIC Albuquerque, United States

    3 weeks ago

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    Description

    Description

    SAIC is seeking an experienced, motivated, career and customer-service oriented Help Desk Analyst to join our team to begin an exciting and challenging career with SAIC in Albuquerque, NM.

    Duties:

    • The qualified applicant will provide Tier II help desk support to users unable to resolve tech issues that exceed Tier 1 level support.
    • The candidate must provide creative solutions to customer problems to ensure customer satisfaction and productivity. Coordinate customer and support issues to ensure timely distribution of knowledge and productivity ensuring a positive impact on customer satisfaction. Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
    • Consults with users to determine if existing hardware/software meets specifications required to support functionality for system effectiveness given the existing network environment.
    • Recommends and oversees the installation of required hardware/software upgrades necessary to restore or enhance user system functionality.
    • Engages in testing and modification of user systems in support of eventual recommendation and implementation for hardware or software updates.
    • As necessary, simulates or recreates user problems to resolve operating difficulties
    • Creates documentation in support of the maintenance of a document library of completed deliverables. These will be maintained to track performance metrics and log actions taken to address user/interoperability issues that impact client operations.
    • Responsible for updating documentation across the team and utilizing operationally derived knowledge from actual cases resolved.
    • Creates and maintains documentation specific to the analysis of user equipment configuration for the project; submits regular documentation covering required configurations and impact to network and user functionality due to lack thereof.
    • Consults with network services, software systems engineering, and/or applications development in the restoration of services or to identify and correct core problems.
    • Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

    Qualifications

    Required:

    • Bachelor's degree in a related field such as Network or Systems Engineering, Computer Science/Computer Engineering and two (2+) years' experience or equivalent education and experience
    • Comprehensive knowledge in Information Technology service delivery
    • Must be US Citizen and be able to obtain a DOE Q clearance

    Desired:

    • HDI or ITIL certifications
    • A 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. REQNUMBER:

    SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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