SAIC

Customer Support Analyst

SAIC • $90K *
Quantico, VA 22134In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Associates Degree in a related field plus 6+ years of relevant experience, or 8+ years of experience in lieu of a degree.
  • Active Top Secret clearance with SCI eligibility required.
  • IAT-II Certification in CCNA-Security, CySA+, Security+ CE, or CND is mandatory.

Responsibilities

  • Support customer service requests and IT service delivery for mission applications within a strategic DCSA framework.
  • Research and apply knowledge of emerging technologies and best practices in IT customer support.
  • Provide on-site and remote technical support to DCSA end users.
  • Resolve technical issues related to various devices and coordinate with service desk resources for effective troubleshooting.
  • Track customer satisfaction metrics and update the IT Service Catalog for accuracy and completeness.
  • Execute operational improvement plans to enhance customer experience and service management efficiency.
  • Maintain a knowledge base for incident resolution and facilitate change management processes.

Benefits

  • Health, dental, and vision insurance options available.
  • Retirement savings plan with employer contributions offered.
  • Opportunities for professional development and certifications provided.
  • Generous paid time off (PTO) and holiday schedule included.
  • Flexible work arrangements considered for work-life balance.
Full Job Description
Job Description

SAIC is seeking a Customer Support Analyst to provide support to our DCSA/OneIT program; this is a fully onsite position out of Quantico, VA.

(THIS POSITION REQUIRES A TS/SCI CLEARANCE & Sec+ CERTIFICATION. Target salary is $90k).

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.
  • Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
  • Provides on-site 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.


Qualifications

It is required that the Customer Support Analyst have the following qualifications:
  • Associates Degree in a related discipline and Six (6) or more years of related experience. An additional two (2) years of relevant experience may be considered in lieu of a degree.
  • Active Top Secret clearance with SCI eligibility.
  • IAT-II Certification in one of the following areas: CCNA-Security, CySA+, Security+ CE, and/or CND.


About SAIC

Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
Learn more about SAIC
Size
26,000 employees
Market Cap
$6 billion
Industry
Information Technology
Net Income
$206 million
Founded
1969
5 Year Trend
+10.7%
Revenue
$6.8 billion
NASDAQ
SAIC
* Ladders Estimates

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