Description
Description
SAIC is seeking an IT Service Desk Analyst to support a mission critical IT Service Desk effort for USTRANSCOM at Scott Air Force Base. The USTC Managed Information Technology Services (MITS) contract provides strategic, technical, and program management support to modernize and sustain the combatant command's enterprise infrastructure, systems, and applications. This position supports the USTC Command, Control, Communications & Cyber Systems Directorate (TCJ6).
The analyst will serve as a subject matter expert, providing guidance to both technical staff and end users and contributing to continuous improvement of enterprise systems.
Roles and Responsibilities:
• Serve as a technical subject matter expert, performing advanced analysis of complex system, software, and network issues impacting enterprise operations.
• Conduct root cause analysis, evaluate technical trends, and recommend design or configuration changes to improve system performance, reliability, and security.
• Provide escalated technical leadership when first line support cannot resolve an issue, exercising discretion and independent judgment in determining corrective actions and long term solutions.
• Develop, author, and maintain high level technical documentation, engineering recommendations, and troubleshooting frameworks used across the organization.
• Collaborate with engineering and cybersecurity teams to report design, reliability, and maintenance concerns, contributing to system enhancement initiatives.
• Lead knowledge transfer sessions and provide technical guidance to field engineers, technicians, and internal team members to elevate overall technical capability.
• Interpret technical policies, evaluate risk, and determine appropriate escalation pathways in alignment with organizational standards and mission needs.
• Proactively identify process gaps and contribute to continuous improvement efforts within the Service Desk and broader IT operations.
• Perform additional technical leadership duties as assigned by the Service Desk Lead to support strategic objectives.
This position is for Monday through Friday, normal business hours. However, employee may be required to provide after-hours and weekend support during planned or emergency events.
Qualifications
Required Qualifications:
• BS degree with 1+ years of related experience.
• Active DoD Secret clearance.
• Possession of at least one IAT Level II certification: Security+, CCNA-Security, CySA+, GICSP, GSEC, CND, SSCP.
• At least one Computing Environment (CE) certification or certificate in the technical area of responsibility (e.g., Splunk, Cisco, McAfee, Microsoft, Linux).
Required Skills:
• Demonstrated experience performing independent technical analysis and developing documentation that informs engineering decisions.
• Proficiency in MS Office applications, including Word, PowerPoint, Visio, and Project, with the ability to develop technical diagrams and architecture representations.
• Ability to manage multiple priorities and make informed decisions in a dynamic operational environment.
• Strong oral and written communication skills, with the ability to convey complex technical concepts to varied audiences.
• Self starter with strong analytical thinking skills and the ability to interpret, evaluate, and resolve complex technical issues.
• Ability to provide expert level communication of IT, networking, and security concepts to personnel of varying levels.
Desired Certifications:
• ITIL Foundations (v4 or higher)
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