SAIC is currently seeking a motivated, career and customer service oriented Help Desk Analyst to join our team in Washington DC.

This is a hybrid position 3 days in office, 2 days remote

In this role you will provide remote support to users for program application/software issues and problems. Take calls from end users, input end user incident information into the program’s ticketing application, diagnose issues, recommend Tier 1 level solutions, and provide follow-up. Possess an entry level experience and understanding of MIS environments. Use a standardized problem management database and help desk ticketing system (BMC Remedy).

Duties/Tasks and Responsibilities

Provide first level phone support for end users and internal staff of the Asset Forfeiture Program
Resolve questions or escalate issues regarding Forfeiture Systems Suite of software applications
Record all user inquiries and their resolutions as well as service requests in the Remedy help desk ticketing system
Monitor and track system/software related inquiries forwarded to Tier 2 support for resolution
Develop and/or proof read documentation
Support the CSC Manager to accomplish new project initiatives and administrative tasks

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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