Service Desk II

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. A Service Desk II analyst provides advanced firstu2011 and secondu2011level technical support within a 24x7x365 IT operations environment. This role handles more complex incidents, mentors' junior analysts, and ensures highu2011quality customer service while following established ITILu2011aligned processes. Key Responsibilities: + Respond to and resolve incidents and service requests that require deeper technical knowledge than standard Tier I support. + Troubleshoot issues related to desktops, laptops, mobile devices, operating systems, standard enterprise applications, and network connectivity. + Document all work performed, including troubleshooting steps, resolutions, and escalation details, in the ITSM system. + Escalate issues to Tier III or specialized support teams when necessary, ensuring clear and complete handoff information. + Provide guidance and informal mentoring to Tier I analysts to improve overall team capability. + Monitor ticket queues, prioritize work based on impact and urgency, and ensure timely resolution within defined SLAs. + Maintain strong communication with customers, providing updates and ensuring a positive support experience. + Follow ITIL best practices for Incident, Request, and Knowledge Management. + Support shift operations as needed to maintain 24x7x365 coverage. + Participate in training, knowledge sharing, and process improvement activities. Qualifications ufeffEDUCATION AND EXPERIENCE: + Associate's Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant 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, customeru2011focused demeanor. + Ability to troubleshoot and resolve a wide range of technical issues with minimal supervision. Preferred Qualifications: + Experience with enterprise ITSM tools such as ServiceNow, Remedy, or Cherwell. + Familiarity with Active Directory, remote support tools, and standard enterprise applications. + Experience supporting federal agencies or regulated environments. + Ability to work rotating shifts, including nights, weekends, and holidays. REQNUMBER: 2611650SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit . For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

Created: 2026-04-24