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:
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HS Diploma and 2 years of experience
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Ability to obtain and maintain a public trust requiring U.S. Citizenship
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Demonstrate experience utilizing Remedy, Microsoft Office Applications, and Skype
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Ability to troubleshoot and effectively communicate with other team members
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Must be detail oriented and must be able to think independently
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Ability to track and monitor tasks to completion
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Excellent decision making and problem solving skills
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Must be team oriented and professional
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Excellent customer service and communication skills
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Must have a collaborative approach and team player attitude
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Work normal scheduled hours during core hours between 7:00am to 8:00pm
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Work late shifts as assigned where hours are from 12:00pm to 8:00pm
Technical Proficiencies:
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Able to triage Tier 1 incidents with customer calls
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Able to utilize BMC Remedy to input service ticket information
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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.
