Tier II Desktop Support

Tier II Desktop Support – SAIC

Apply for the Tier II Desktop Support role at SAIC.

Job : 2511814

Location: Albuquerque, NM, US

Date Posted:

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum

Clearance Required:

None

Clearance Level Must Be Able to Obtain: DOE Q

Potential for Remote Work: No

Seniority Level: Entry level

Employment Type: Full-time

Job Function: Information Technology

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.

• Provide Tier II help desk support to users unable to resolve tech issues that exceed Tier 1 level support.
• Provide creative solutions to customer problems to ensure customer satisfaction and productivity, coordinating 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.
• Consult with users to determine if existing hardware/software meets specifications required to support functionality for system effectiveness given the existing network environment.
• Recommend and oversee the installation of required hardware/software upgrades necessary to restore or enhance user system functionality.
• Engage in testing and modification of user systems in support of eventual recommendation and implementation for hardware or software updates.
• As necessary, simulate or recreate user problems to resolve operating difficulties.
• Create documentation in support of the maintenance of a document library of completed deliverables 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.
• Create and maintain documentation specific to the analysis of user equipment configuration for the project; submit regular documentation covering required configurations and impact to network and user functionality due to lack thereof.
• Consult 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.
• 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+ certification.

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