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# Help Desk Analyst

- **Company:** Science Applications International Corporation
- **Location:** Washington, DC, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $40,001.0 - $80,000.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, Databases, Microsoft Office, Software Engineering
- **Published:** August 10, 2026
- **Apply:** https://www.dice.com/job-detail/4d6c0981-06aa-47eb-930e-6d07a5365925

## About the Role

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

## 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


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