SAIC

Job ID: 2615490
Location: Washington, DC, US
Date Posted: 2026-08-10
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: ORA_HYBRID
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
<ul>
<li>Provide first level phone support for end users and internal staff of the Asset Forfeiture Program</li>
<li>Resolve questions or escalate issues regarding Forfeiture Systems Suite of software applications</li>
<li>Record all user inquiries and their resolutions as well as service requests in the Remedy help desk ticketing system</li>
<li>Monitor and track system/software related inquiries forwarded to Tier 2 support for resolution</li>
<li>Develop and/or proof read documentation</li>
<li>Support the CSC Manager to accomplish new project initiatives and administrative tasks</li>
</ul>
Qualifications
Required:
<ul>
<li>HS Diploma and 2 years of experience</li>
<li>Ability to obtain and maintain a public trust requiring U.S. Citizenship</li>
<li>Demonstrate experience utilizing Remedy, Microsoft Office Applications, and Skype.</li>
<li>Ability to troubleshoot and effectively communicate with other team members</li>
<li>Must be detail oriented and must be able to think independently</li>
<li>Ability to track and monitor tasks to completion</li>
<li>Excellent decision making and problem solving skills</li>
<li>Must be team oriented and professional</li>
<li>Excellent customer service and communication skills</li>
<li>Must have a collaborative approach and team player attitude</li>
<li>Work normal scheduled hours during core hours between 7:00am to 8:00pm</li>
<li>Work late shifts as assigned where hours are from 12:00pm to 8:00pm</li>
</ul>
Technical Proficiencies
<ul>
<li>Able to triage Tier 1 incidents with customer calls</li>
<li>Able to utilize BMC Remedy to input service ticket information</li>
<li>Able to utilize VoIP phone system to answer and/or transfer calls to appropriate Tier 2 resolvers</li>
</ul>
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Help Desk Analyst

Help Desk Analyst

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