Tier 2 Help Desk Analyst

The Tier 2 Help Desk Analyst (Senior) role at SAIC is based in Ashburn, VA with a hybrid work arrangement. The position supports dozens of systems used by thousands of users across government agencies and requires exceptional customer service with the ability to work independently or as part of a team.

Responsibilities

• Provide advanced tier 2 support to respond to incoming client and customer requests and tickets, including researching and resolving technical issues.
• Serve as the direct interface to business users for IT support issues.
• Create user accounts, grant and revoke system access, and lock and unlock accounts as needed.
• Troubleshoot and escalate application issues, isolating and diagnosing common incidents.
• Guide and support system users to ensure effective resolutions and high user satisfaction.

Qualifications

• Ability to adapt to rapid changes in information technology.
• Maintain customer focus under challenging circumstances, delivering a high level of professionalism and service.
• Manage multiple priorities in a fast-paced environment.
• Experience supporting large service desk environments.
• Follow escalation procedures when incidents require referral to the next level of support.
• Experience with multitiered ticket handling and resolution systems.
• Professional oral and written communication skills.
• Ability to work well under pressure and meet multiple deadlines.
• Ability to work independently with minimal supervision.
• Familiarity with enterprise information technologies, including desktop and web technologies; on-premises and cloud infrastructures; server configuration, administration, and monitoring; database management systems; and security practices and protocols.

Education and Experience

• Minimum of 1 year of experience in a similar role.
• Education: Associate degree.

Technologies

• ServiceNow
• Microsoft 365
• Teams
• Outlook
• Excel

Description

SAIC is seeking a motivated, customer‑focused Help Desk Analyst (Senior) to join the Ashburn team. The role operates in a fast paced, dynamic environment that supports dozens of systems for thousands of government users. Strong customer service and communication skills are essential, with the ability to work independently or as part of a team. Attention to detail and accuracy are important in fulfilling duties.