Tier II Desktop Support

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.

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.
• 5 years of relevant experience required or 7 years in lieu of education.
• 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+