Tier II Help Desk Analyst

Tier II Help Desk Analyst Las Vegas, NV

Full Time Las Vegas, NV 20.56 - 22.04 USD Today
Job description

Job ID: 2307342

Location: LAS VEGAS, NV, US

Date Posted: 2023-05-23

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: DOE Q

Potential for Remote Work: No


SAIC is seeking an experienced, motivated, career and customer-service oriented Help Desk Analyst to join our team to begin an exciting and challenging career with SAIC in Las Vegas, NV.


  • The qualified applicant will provide Tier II help desk support to users unable to resolve tech issues that exceed Tier 1 level support.
  • The candidate must provide creative solutions to customer problems to ensure customer satisfaction and productivity. Coordinate customer and support issues to ensure timely distribution of knowledge and productivity ensuring a positive impact on customer satisfaction. Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
  • Consults with users to determine if existing hardware/software meets specifications required to support functionality for system effectiveness given the existing network environment.
  • Recommends and oversees the installation of required hardware/software upgrades necessary to restore or enhance user system functionality.
  • Engages in testing and modification of user systems in support of eventual recommendation and implementation for hardware or software updates.
  • As necessary, simulates or recreates user problems to resolve operating difficulties
  • Creates documentation in support of the maintenance of a document library of completed deliverables. These will be maintained to track performance metrics and log actions taken to address user/interoperability issues that impact client operations.
  • Responsible for updating documentation across the team and utilizing operationally derived knowledge from actual cases resolved.
  • Creates and maintains documentation specific to the analysis of user equipment configuration for the project; submits regular documentation covering required configurations and impact to network and user functionality due to lack thereof.
  • Consults with network services, software systems engineering, and/or applications development in the restoration of services or to identify and correct core problems.
  • Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.



  • Bachelor’s degree in a related field such as Network or Systems Engineering, Computer Science/Computer Engineering and two years' experience or equivalent experience in lieu of degree.
  • Comprehensive knowledge in Information Technology service delivery
  • A+ certification or higher
  • Must be US Citizen and eligible to obtain a DOE level Q clearance


  • HDI or ITIL certifications
  • Active Top Secret

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Tier II Help Desk Analyst

Reston, VA
Nazzic Keene
$5 to $10 billion (USD)
10000+ Employees
Company - Public
Information Technology Support Services
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