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Tier 2 Help Desk Analyst

Ashburn, VA, US • Posted 1 hour ago • Updated 1 hour ago

Full Time

On-site

SAIC

Fitment

Dice Job Match Score™

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Job Details

Skills

Science
Attention To Detail
Tier 2
Research
Technical Support
React.js
Customer Focus
Customer Service
Management
Service Desk
Supervision
Cloud Computing
Database Administration
Training
Business Analysis
Business Analytics
Computer Science
Help Desk
Communication
ServiceNow
Microsoft Office
Microsoft Outlook
Microsoft Excel
Agile
Security Clearance
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2612465

Location: Ashburn, VA, US

Date Posted: 2026-05-12

Category: Engineering and Sciences

Subcategory: Solutions Delivery

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-oriented Help Desk Analyst (Senior) to join our team to begin an exciting and challenging career in Ashburn, VA. The organization is a fast-paced, changing environment supporting dozens of systems serving thousands of users at numerous government agencies. Superior customer service and verbal skills are required. This position requires ability to work independently as well as within groups. Accuracy and close attention to detail, timeliness, and professionalism in all areas of the support activity is imperative.

Work as tier 2 support with advanced knowledge to respond to incoming client and customer requests and tickets (identify, research, and resolve technical support issues).
Act as a direct interface to business users for IT support issues.
Create user accounts, grant and revoke system access, lock and unlock accounts.
Troubleshoot and escalate (as needed) application issues, isolating and diagnosing common incidents.
Guide and support system users.

Qualifications

Required Skills and Experience

Ability to react to rapid changes in information technology.
Ability to maintain customer focus in the midst of difficult circumstances, providing a high level of professionalism and customer service.
Ability to manage multiple priorities in a fast-paced environment.
Experience supporting large service desk environments.
Ability to follow escalation procedures when incidents require referral to the next level of support.
Experience working with multitiered ticket handling/resolution systems.
Professional oral and written communication skills required.
Ability to work well under pressure, meeting multiple deadlines.
Ability to work independently with minimum supervision.
Familiarity with enterprise information technologies, including desktop and web technologies; on-premises and cloud infrastructures; server configuration, administration, and monitoring; database management systems; and security practices and protocols.

Education/Equivalent Training

Associates degree required; BA/BS in computer science or related field desired.
Minimum 1 year of experience in a help desk environment required.
Strong written communication skills.
Familiarity with ServiceNow and Microsoft 365, especially Teams, Outlook, Excel.
Experience working in an Agile environment.

Customer Requirements

Clearance - Ability to obtain and hold a public trust position and favorable suitability based on a CBP Background Investigation.
Location - Hybrid with on-site (Ashburn, VA) visits 2 days per week and if a mission need. All candidates must be within the GWA/commutable area.

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: 2612465
Posted 1 hour ago

Company Info

About SAIC

SAIC® is a premier Fortune 500 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, civilian and intelligence markets include 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 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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