Help Desk Analyst

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

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.