Help Desk Analyst

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

Required:

• HS Diploma and 2 years of experience
• Ability to obtain and maintain a public trust requiring U.S. Citizenship
• Demonstrate experience utilizing Remedy, Microsoft Office Applications, and Skype.
• Ability to troubleshoot and effectively communicate with other team members
• Must be detail oriented and must be able to think independently
• Ability to track and monitor tasks to completion
• Excellent decision making and problem solving skills
• Must be team oriented and professional
• Excellent customer service and communication skills
• Must have a collaborative approach and team player attitude
• Work normal scheduled hours during core hours between 7:00am to 8:00pm
• Work late shifts as assigned where hours are from 12:00pm to 8:00pm  

 Technical Proficiencies

•  Able to triage Tier 1 incidents with customer calls
• Able to utilize BMC Remedy to input service ticket information
• Able to utilize VoIP phone system to answer and/or transfer calls to appropriate Tier 2 resolvers