Date Posted: 2020-08-11
Category: Information Technology
Subcategory: Technical Svcs
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
We are currently seeking a motivated, career and customer
oriented Customer Support Analyst to join our team to begin an
exciting and challenging career with SAIC.
Position Summary / Responsibilities:
As part of the IOC Customer Support Team you will perform the
role of HelpDesk Analyst in an Infrastructure Operations Center
(IOC); a 24x7 operations group responsible for customer-facing
aspects of Network, VOIP and Application/Server Infrastructure
support to process Incidents, Change Requests, proactive
monitoring, and customer communications. This resource will work on
a team providing support by monitoring system and application
specific monitoring profiles. Position may require two 12 hour
shifts on Saturday and Sunday from 6 pm to 6 am.
Duties/Tasks and Responsibilities:
Demonstrated ability to work with a diverse user community with
varied technical skills and experiences.
Ability to work in a "team" environment.
Be a self-starter, self-motivated and self-directed.
Have a strong desire to succeed at this type of assignment.
Able to be “on call” and occasionally provide support outside of
normal working hours.
Applicable Industry certifications a plus.
Perform Tier 1 troubleshooting on a wide array of systems and
Responsible for ensuring monitoring resources provide real time
information to Tier 1 resources supporting Production,
Certification, and Development environments.
Meet with stakeholders to identify monitoring requirements for
new applications as well as expanding monitoring visibility in to
Primary responsibilities will be monitoring enterprise wide
systems, configuration of specific alerting rules and assist in
correction of missing or mis-configured monitoring alerts in
May also assist in in-depth problem identification,
troubleshooting efforts, and root cause analysis.
Performs Tier I troubleshooting and Proactive Monitoring of End
User Server Infrastructure, Including Enterprise Applications and
Performs initial triage, troubleshooting and resolution of
Performs Voice Over IP (VOIP) Tier I troubleshooting Incidents
for End User Support
Processes/fulfills Application and Network Operations Service
Conduct initial customer fulfillment and incident reporting to
customers and OCIO
Supports server & network asset inventory management.
Performs activities that need to be executed after hours
(example: backup/restore; review of various jobs running nightly,
Provides Customer Front-end interface
Bachelor's degree or equivalent experience Minimum 6
months previous experience in providing Service Desk services or in
customer service support. Experience with current Service
Desk software (BMC Remedy) and hardware technologies.
Competent in MS Office and other standard software. Understanding
of Active Directory. Analytical and diagnostic skills
Requires an Active Public Trust or the ability to get a Public
Trust. SAIC is a premier technology integrator solving our nation's
most complex modernization and readiness challenges. Our robust
portfolio of offerings across the defense, space, civilian, and
intelligence markets includes high-end solutions in engineering,
IT, and mission solutions. Using our expertise in existing and
emerging technologies, we integrate the best components from our
own portfolio and our partner ecosystem to deliver innovative,
effective, and efficient solutions.
We are 25,500 strong; driven by mission, united by purpose, and
inspired by opportunities. Headquartered in Reston, Virginia, SAIC
has pro forma annual revenues of nearly $7.1 billion. For more
information, visit saic.com . For ongoing news, please visit our
newsroom . For SAIC benefits information, see Working at SAIC . EOE