Service Desk Analyst

Job

Location: Washington, DC, US

Date Posted:

Category: Information Technology

Subcategory: Computer Operator

Schedule: Full-Time

Shift: Day Job

Travel: Yes - 10% of the time

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: _SITE

Description

The TCloud Service Desk, based out of Oak Ridge, Tennessee, currently has an opening for the position of Computer Operator II. Our Service Desk serves as first point of contact for the Treasury Cloud environment, ensuring 24 by 7 support is available for customers. Account lifecycle, priority incident management, direct engagement with customers in support of their AWS, Azure, or OCI deployments will be the focus of agents working this desk.

Candidates must be flexible to work any within our hours of operation, 24 hours a day, 7 days a week, 365 days per year. Work from Home first environment.

Qualifications

Required Education/Skills:

High school diploma or GED

Ability to pass Public Trust background check

Associate's Degree and 1 year of relevant experience or High School Diploma and 2 years of relevant experience with relevant certification

6+ years of experience with at least one year being remote strongly preferred

Proven hardware/software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations

Proven experience providing effective and professional communication, addressing moderately complex technical issues, ideas, and results via telephone, email, and chat

Demonstrated commitment and ability to provide excellent customer service and ability to collaborate effectively and get along with teammates

Proficiency using and supporting common corporate applications, browsers, networks, VPN/remote access, and antivirus software

Interpersonal skills with excellent written and oral communications, including ability to document work performed clearly and accurately in electronic ticketing system

Solid understanding of IT concepts/practices and comprehensive knowledge of cloud compute.

Experience using Microsoft Office and Windows 10 OS in an enterprise environment

Experience with account administration and password resets in a Microsoft Active Directory environment

Ability to handle majority of requests without additional assistance, following established procedures and using available knowledge base and support tools provided to follow issues through to a proper resolution.

Teleworking capability required (must have home work space, high-speed Internet, and compatible Windows computer).

DESIRED SKILLS:

Microsoft Active Directory and DFS experience, Powershell

Microsoft Azure/Entra familiarity

Technical certifications such as A+, N+, Sec+

Technical writing

Knowledge of help desk software and tools

Familiarity with AWS, Azure, & OC

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government.

Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit  For information on the benefits SAIC offers, see .