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SAIC · 20 hours ago

Tier II Desktop Support

Albuquerque, NM

Full-time

Onsite

Entry, Mid Level

2+ years exp

SAIC is seeking an experienced Help Desk Analyst to join their team in Albuquerque, NM. The role involves providing Tier II help desk support, ensuring customer satisfaction through effective problem resolution, and maintaining documentation for user systems and support processes.

Information TechnologySecurityService IndustrySoftware

Work & Life Balance

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

Qualification

Information TechnologyHDI certificationITIL certificationA+ certificationNetwork EngineeringSystems EngineeringCustomer ServiceDocumentationProblem Solving

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