Help Desk Analyst

Help Desk Analyst

Job ID: 2615490

Location: Washington, DC, United States

Date Posted: Aug 11, 2026

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: Hybrid

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Job Description

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.

Overview

SAIC accepts applications on an ongoing basis and there is no deadline.

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. SAIC is an Equal Opportunity Employer. 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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