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Customer Support Analyst - Imaging

Quantico, VA, US • Posted 2 days ago • Updated 12 hours ago

Full Time

On-site

SAIC

Fitment

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Job Details

Skills

Counterintelligence
Adobe AIR
IT Service Management
DoD
Policies and Procedures
Emerging Technologies
Remote Support
Call Center
Tablet
Mobile Devices
VoIP
Printers
Cabling
Data Storage
Network
Collaboration
Service Desk
Technical Support
Communication
Interfaces
Service Management
Customer Experience
Customer Satisfaction
Customer Service
Change Management
Migration
Knowledge Management
Continuous Improvement
Knowledge Base
Laptop
Customer Support
Security Clearance
Cisco Certifications
Security+
Customer Engagement
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2611677

Location: Quantico, VA, US

Date Posted: 2026-04-20

Category: Information Technology

Subcategory: Site Support

Schedule: Full-Time

Shift: Day Job

Travel: Yes - 10% of the time

Minimum Clearance Required: Top_Secret

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: ORA_ON_SITE

Description

SAIC is seeking an Imaging - Customer Support Analyst for an onsite job opportunity out of Quantico, VA. This position is supporting DCSA (Defense Counterintelligence and Security Agency).

Introduction

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The Air Force, Space & Intel Business Group (AFSI) of SAIC is seeking a Customer Support Specialist (Imaging) to support a transformational infrastructure program for DCSA.

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.
Coordinates, resolves, and closes service requests beyond first call resolution.
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.
Provides weekly, monthly, and customer service ad-hoc reports.
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

Required Qualifications

It is required that the Customer Support Specialist (Imaging) have the following qualifications:

Associate's Degree or relevant years of relevant experience
and an Active Top Secret clearance.
IAT-II Certification in one of the following areas: CCNA-Security, CySA+, CND, and/or Security+ CE.

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: 2611677
Posted 2 days 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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