Help Desk Analyst

SAIC•San Diego, CA

19h•Onsite

About The Position

SAIC is looking for a Help Desk Analyst to provide Vulnerability Remediation Asset Manager (VRAM) System Upgrade Fielding and Help Desk Support. This position is located at NAVWAR Old Town Campus in San Diego, CA.

Requirements

Bachelors degree in a STEM area of study or business management and three (3) years or more relevant experience.
Must be a U.S. Citizen
Must have an Active Secret Clearance to start
Experience with VRAM.
Experience with IT Help Desk operations and processes.
Understanding of PEO C4I / NAVWAR organization structure, programs of records and mission focus.
Experience in Navy C4I systems, experience supporting NAVWAR, and NIWC Pacific engineering programs.
IAT Level II (Sec+ and appropriate secondary certification)

Responsibilities

Help Desk Operations and System Management.
Provide Tier 1 and Tier 2 Help Desk distance support for VRAM-related troubleshooting through the NAVWAR Distance Support ITSM Consolidated Help Desk, responding to customer inquiries via phone and email.
Manage ticketing activities in compliance with Navy-issued Cyber Directive reporting (e.g. TASKORD, OPORD, EXORD, etc) while maintaining regular customer communication.
Process SIPR trouble tickets through the ITSM platform and handle NIPR trouble tickets through the NESD/Helix platform, ensuring accurate data transfer and continued tracking across platforms.
Accurately records and maintains support activities to include troubleshooting steps and resolutions
Updates knowledge base articles across ITSM, HELIX, NAVY 311, and Remedy Helpdesk.
Provide a Daily Status Report and Completion Report to document issues and troubleshooting efforts.
Contributes to internal team collaboration to include daily meetings, cross-training ISEA SMEs, and utilizing ITSM SIPR and NIPR environments for information sharing.
Support the transition of NIPR trouble tickets to the NESD/Helix platform, ensuring accurate data transfer and continued tracking.
Conduct performance monitoring to includes attending monthly meetings to review metrics and contribute to service delivery improvements, ensuring ongoing support and minimizing disruptions for end-users.