Customer Support Analyst

Introduction

SAIC is seeking a Customer Support Analyst to support the DCSA/OneIT program. This is a fully onsite position out of Quantico, VA. (THIS POSITION REQUIRES A TS/SCI CLEARANCE & SEC+ CERTIFICATION. TARGET SALARY RANGE IS $80,001 - $120,000).

Job Description

Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.

• Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
• Provides on-site and remote technical support to approved seat service DCSA end users.
• Part of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
• In coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
• Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
• Supports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.
• Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
• Tracks customer satisfaction benchmarks and metrics.
• Executes change management to perform smoother transition migrations.
• Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
• Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
• Ensures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.

Qualifications

• Absolutely required: Associates Degree in a related discipline and Six (6) or more years of related experience. An additional two (2) years of relevant experience may be considered in lieu of a degree.
• Active Top Secret clearance with SCI eligibility.
• IAT-II Certification in one of the following areas: CCNA-Security, CySA+, Security+ CE, and/or CND.