Job ID: 2413445
**Location**:NAPLES, Compania, IT
**Date Posted**:2024-10-16
**Category**:Information Technology
**Subcategory**:Technical Support
**Schedule**:Full-time
**Shift**:Rotating
**Travel**:Yes, 10 % of the Time
**Minimum Clearance Required**:Secret
**Clearance Level Must Be Able to Obtain**:None
**Potential for Remote Work**:No
**Description**
SAIC is seeking an **IT Service Desk Analyst** to support the Navy's Service Management, Integration and Transport Program (SMIT) located in Naples, Italy.
**NOTE**:
This is a rotating-shift 24/7 operations in a call center environment. Weekends and Holiday possible based on client needs.
Must be able to work an 8 hour shift within the 1st 2nd and/or 3rd shift options. Shift option times vary.
**Responsibilities**:
- Assists end-users/customers in resolving their IT issues accurately and promptly.
- Takes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requests.
- Interacts with the end-user to resolve the user's technical issues.
- Troubleshoot network connectivity issues, working with remote employees on a corporate network.
- Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.
- May escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own.
- Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.
- Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs.
- Support department-wide operations by supporting the creation, editing, and maintenance of IT documents.
**Qualifications**
**Required Education**:
- Associate's degree in a related field plus 1 year of experience; a major certification in a related field plus 2years of experience; high school diploma plus 2 years of experience.
**Required Experience**:
- Ability to learn customer support processes and techniques.
- Ability to work well with all teammates and multi-task in a fast-paced environment.
- Outstanding analytical, problem solving skills, and excellent customer service.
- Excellent Interpersonal, written, and oral communication skills.
**Required Certifications**:
- CompTIA Security+, plus at least one of the following:
- Microsoft 365 Certified: Endpoint Administrator Associate.
- Microsoft 365 Certified: Enterprise Administrator Expert.
- Microsoft Certified: Azure Administrator Associate.
**Required Clearance**:
- Active Secret clearance.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.