We are currently seeking a motivated, career and customer oriented Operations and Maintenance HelpDesk Analyst to join our team in Sterling, VA to begin an exciting and challenging career with SAIC.
Position Summary / Responsibilities:
In this role you will: Performs activities associated with installing, maintaining and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, and standard software at customer sites. May be directed by Help Desk, Service Desk or script using standard methods, techniques and tools. Assignments range in complexity from basic troubleshooting and repair to more difficult device repair.
Duties/Tasks and Responsibilities:
Monitor and report on system data and alerts. Resolve system issues through remote access to the deployed systems. Provide on-call to support LBI/ITI applications in accordance with the terms of the contract. Responsible for managing trouble tickets and key issues related to the ongoing operations of the program. Track and resolve all issues presented by the customer through appropriate PMO chains as defined by the contract. Work with the technical/software team to ensure that changes made to the solution improve the operational functionality at the ports as well as improve overall performance
Minimum Clearance Required – Customs and Border Protection Public Trust
REQUIRED Bachelor's degree and a minimum of 2 years of technical experience with hardware and software focusing on Windows embedded systems, Help Desk experience, or equivalent blend of education and experience. Familiarity with network infrastructure
CBP BI Clearance required to start
Help Desk may be required to switch operations to 24/7 coverage could require shift work. Will discuss during interview. Self-directed, highly motivated and have strong problem solving * trouble-shooting skills. Strong communication skills, both verbal & written, with particular emphasis on the understanding and effectively communicating with external customer's technical issues. Interaction with project managers, deployment team, and other team members on resolving issues.