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Help Desk Analyst

Washington, DC, US • Posted 7 hours ago • Updated 7 hours ago

Full Time

On-site

USD $40,001.00 - 80,000.00 per year

SAIC

Fitment

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Job Details

Skills

Customer Support
Call Center
Security Clearance
Remote Support
Management Information Systems
Problem Management
Database
Phone Support
Help Desk
Issue Tracking
Documentation
Microsoft Office
Skype
Attention To Detail
Decision-making
Problem Solving
Conflict Resolution
Customer Service
Communication
Project Management
Preventive Maintenance
Performance Management
Tier 1
BMC Remedy
VoIP
Tier 2
Information Technology
Systems Engineering
FOCUS

Customer Support
Call Center
Security Clearance
Remote Support
Management Information Systems
Problem Management
Database
Phone Support
Help Desk
Issue Tracking
Documentation
Microsoft Office
Skype
Attention To Detail
Decision-making
Problem Solving
Conflict Resolution
Customer Service
Communication
Project Management
Preventive Maintenance
Performance Management
Tier 1
BMC Remedy
VoIP
Tier 2
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2615490

Location: Washington, DC, US

Date Posted: 2026-08-10

Category: Customer Support

Subcategory: Call Center Support

Schedule: Full-Time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: ORA_HYBRID

Description

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

Qualifications

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

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10111346
Position Id: 2615490
Posted 7 hours ago

Company Info

About SAIC

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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