IT Service Desk Analyst

SAIC is seeking an IT Service Desk Analyst to support the Navy's Service Management, Integration and Transport Program (SMIT) at the Norfolk Naval Base in Norfolk, Virginia.

This position is located in Norfolk, VA and is therefore open to candidates local to the area only.

Program Information:

SMIT will provide secure end-to-end information technology (IT) services to more than 400,000 hardware devices used by more than 650,000 users at nearly 1,700 Continental United States (CONUS) and Outside of the Continental United States (OCONUS) sites worldwide via the Navy Marine Corps Intranet (NMCI), OCONUS Navy Enterprise Network (ONE-Net), Marine Corps Enterprise Network (MCEN) and other legacy networks.

NOTE:

• This is a rotating-shift 24/7 operations in a call center environment

• Must be able to work an 8 hour shift within the 1st 2nd and/or 3rd shift options; shift option times vary

• Weekends and Holiday possible based on client needs

Job Responsibilities:

• Operates as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications

• Assists end-users/customers in resolving their IT issues accurately and promptly

• Takes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requests

• Interacts with the end-user to resolve the user's technical issues

• Remotely accessing the user's computer and making changes to their system and settings by navigating around application menus, or may be required to remote into customer's computer to fix an issue. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own

• Troubleshoot network connectivity issues, working with remote employees on a corporate network

• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus

• May escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own

• Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem

• Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs

• Support department-wide operations by supporting the creation, editing, and maintenance of IT documents

Required Education:

High School Diploma/GED and 1 years of IT support experience; education accepted in lieu of experience.

Required Experience:

• Ability to solve technical issues via telephone, email, and chat

• Ability to learn customer support processes and techniques

• Ability to work well with all teammates and multi-task in a fast-paced environment

• Outstanding analytical, problem solving skills, and excellent customer service

• Excellent Interpersonal, written, and oral communication skills

Required Certifications:

• Ability to obtain a DoD 8570 IAT Level I certification within 60 days of hire date.

Required Clearance:

• Ability to obtain a DOD Secret clearance (US Citizenship required). Able to start once Interim Secret is granted.