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Tier 2 Help Desk Analyst

SAIC

Ashburn, VA

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JOB DETAILS
SKILLS
Agile Programming Methodologies, Analysis Skills, Background Investigation, Cloud Computing, Communication Skills, Computer Science, Customer Relations, Customer Support/Service, Database Management Software/Systems (DBMS), Desktop PC, Detail Oriented, Develop and Maintain Customers, Federal Government, Government, Help Desk, Identify Issues, Information Technology & Information Systems, Internet Technology, Microsoft Excel, Microsoft Outlook, Microsoft Product Family, Multitasking, Position of Public Trust, Presentation/Verbal Skills, Problem Solving Skills, Security Protocols, ServiceNow, System Integration (SI), Systems Administration/Management, Systems Engineering, Technical Research, Technical Support, Time Management, Work From Home, Writing Skills
LOCATION
Ashburn, VA
POSTED
Today
Job ID: 2612465

Location: Ashburn, VA, US

Date Posted: 2026-05-12

Category: Engineering and Sciences

Subcategory: Solutions Delivery

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-oriented Help Desk Analyst (Senior) to join our team to begin an exciting and challenging career in Ashburn, VA. The organization is a fast-paced, changing environment supporting dozens of systems serving thousands of users at numerous government agencies. Superior customer service and verbal skills are required. This position requires ability to work independently as well as within groups. Accuracy and close attention to detail, timeliness, and professionalism in all areas of the support activity is imperative.
  • Work as tier 2 support with advanced knowledge to respond to incoming client and customer requests and tickets (identify, research, and resolve technical support issues).
  • Act as a direct interface to business users for IT support issues.
  • Create user accounts, grant and revoke system access, lock and unlock accounts.
  • Troubleshoot and escalate (as needed) application issues, isolating and diagnosing common incidents.
  • Guide and support system users.


Qualifications

Required Skills and Experience
  • Ability to react to rapid changes in information technology.
  • Ability to maintain customer focus in the midst of difficult circumstances, providing a high level of professionalism and customer service.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Experience supporting large service desk environments.
  • Ability to follow escalation procedures when incidents require referral to the next level of support.
  • Experience working with multitiered ticket handling/resolution systems.
  • Professional oral and written communication skills required.
  • Ability to work well under pressure, meeting multiple deadlines.
  • Ability to work independently with minimum 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/Equivalent Training
  • Associates degree required; BA/BS in computer science or related field desired.
  • Minimum 1 year of experience in a help desk environment required.
  • Strong written communication skills.
  • Familiarity with ServiceNow and Microsoft 365, especially Teams, Outlook, Excel.
  • Experience working in an Agile environment.

Customer Requirements
  • Clearance - Ability to obtain and hold a public trust position and favorable suitability based on a CBP Background Investigation.
  • Location - Hybrid with on-site (Ashburn, VA) visits 2 days per week and if a mission need. All candidates must be within the GWA/commutable area.



SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see .

About the Company

S

SAIC

SAIC is a premier Fortune 500® technology integrator driving our nation's digital transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, IT modernization, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions. We are a team of 26,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.
COMPANY SIZE
10,000 employees or more
INDUSTRY
Computer/IT Services
FOUNDED
2013
WEBSITE
https://jobs.saic.com/

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