SAIC · 8 hours ago
Customer Support Analyst
Quantico, VA
Full-time
Hybrid
Senior Level
6+ years expSAIC is seeking a Customer Support Analyst for an open role supporting DCSA and the OneIT program out of Quantico, VA. The role involves providing customer service and technical support within the IT environment, contributing to the DCSA IT modernization and One IT initiatives.
Information TechnologySecurityService IndustrySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
Required
Associate's degree in a related discipline
Six (6) or more years of related experience. Two (2) additional years of relevant experience may be considered in lieu of a degree
US Citizen and an Active Top-Secret clearance with SCI eligibility
IAT-II Certification in one of the following areas CCNA-Security, CySA+, Security+ CE, and/or CND
Company
SAIC
SAIC specializes in IT, enterprise IT, engineering, and professional services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$522.13MKey Investors
U.S. Geothermal
2025-09-22Post Ipo Debt· $500M
2010-09-13Post Ipo Equity· $22M
2006-10-13IPO
Leadership Team
Prabu Natarajan
Chief Financial Officer
Kevin F Brown
Senior Vice President, Chief Information Security Officer
Recent News
2025-12-16
2025-12-16
2025-12-05
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