Service Desk I Job Listing at SAIC in Arlington, VA (Job ID 2611649)

Description

Description

SAIC is proud to support the Federal Deposit Insurance Corporation (FDIC) under the newly awarded Information Security Services (ISS) contract, providing innovative solutions to strengthen and safeguard the nation's banking system. We are seeking passionate and talented professionals to join our team in delivering cutting-edge cybersecurity, IT operations, and risk management services. This exciting opportunity allows you to work alongside industry leaders, leveraging advanced technologies to support the FDIC's mission of maintaining public confidence in the financial system.

Responsibilities:

• Contractor personnel will provide continuous 24x7x365 monitoring and support for all designated IT Services. Service Desk analysts will deliver first‑level technical support, ensure timely incident and request handling, and maintain a professional, customer‑focused approach in all interactions.
• Provide first‑line technical support for incidents and service requests across all operational hours.
• Follow established procedures, knowledge articles, and escalation paths to resolve customer issues efficiently.
• Communicate clearly and professionally with customers using effective oral and written communication skills.
• Document all interactions, troubleshooting steps, and resolutions accurately within the ITSM system.
• Escalate complex or unresolved issues to higher‑tier support teams as required.
• Support monitoring activities and respond to alerts or system notifications according to operational procedures.
• Maintain awareness of supported technologies, products, and updates as defined in the training plan.
• Uphold a customer‑focused attitude, demonstrating politeness, helpfulness, and understanding in all interactions.

Qualifications

EDUCATION AND EXPERIENCE: 

• Associate's Degree in related discipline; Or, High School and up to two (2) years of related experience with certification.
• Minimum of two (2) years of experience in an IT Service Desk or technical support role.
• ITIL v4 Foundations certification.
• Strong oral and written communication skills with a professional, customer‑service‑oriented demeanor.
• Ability to work rotating shifts, including nights, weekends, and holidays, to support 24x7x365 operations.
• Ability to follow established processes and contribute to continuous improvement of Service Desk procedures.
• Reliability and punctuality to ensure consistent coverage across all shifts. 
• Must be a U.S. citizen
• Ability to obtain and maintain a Public Trust clearance