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 Holidays 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: Operates as the initial point of contact for customers via telephone, email, or live chat to provide technical support of hardware, systems, sub-systems, and/or applications.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.Remotely accesses the user's computer and makes changes to their system and settings by navigating around application menus, or may be required to remote into customer's computer to fix an issue. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own.Troubleshoots 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.Provides 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.Supports users by performing system tests and updates after they complete their troubleshooting and necessary repairs.Supports 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 2 years of experience; high school diploma plus 2 years of experience.Required Experience: Ability to solve technical issues via telephone, email, and chat.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.
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