{"schemaVersion":"jobsearcher.job.v1","id":"6c9acbaac6acced9166edb59","url":"https://jobsearcher.com/jobs/6c9acbaac6acced9166edb59","canonicalUrl":"https://jobsearcher.com/jobs/6c9acbaac6acced9166edb59","title":"Customer Support Analyst","description":"Job ID: 2410968\nLocation: QUANTICO, VA, US\nDate Posted: 2024-08-23\nCategory: Information Technology\nSubcategory: Site Support\nSchedule: Full-time\nShift: Day Job\nTravel: Yes, 10 % of the Time\nMinimum Clearance Required: Top Secret\nClearance Level Must Be Able to Obtain: TS/SCI\nPotential for Remote Work: No\n\nDescription\nIntroduction\nMake a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). The Air Force and Combatant Commands Business Group of SAIC is seeking a Customer Support Analyst to support a transformational infrastructure program for DCSA.\nSAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.\nSpecifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).\nJob Description\nSupports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.\nResearches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.\nProvides on-site technical support to approved seat service DCSA end users.\nPart of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.\nIn coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.\nCoordinates, resolves, and closes service requests beyond first call resolution.\nHandles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.\nSupports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.\nExecutes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.\nTracks customer satisfaction benchmarks and metrics.\nProvides weekly, monthly, and customer service ad-hoc reports.\nExecutes change management to perform smoother transition migrations.\nSupports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.\nUpdates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.\nEnsures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.\nQualifications\nRequired Qualifications\nIt is required that the Customer Support Analyst have the following qualifications:\nAssociates Degree and six (6) or more years of relevant experience. An additional two (2) years of experience may be considered in lieu of a degree\nIAT-II certification in one of the following areas, Security + CE, CCNA-Security, CySA+, CISCP, GSEC, CND, and/or SSCP\nActive Top Secret security clearance\nDesired Qualifications\nTS/SCI\n\nSAIC accepts applications on an ongoing basis and there is no deadline.\n\nCovid 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.","company":"SAI","rawCompany":"sai","city":"Quantico","state":"VA","isRemote":false,"isActive":false,"createdAt":"2026-04-12T20:44:52.573Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"928110","title":"National Security","slug":"national-security"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Support Analyst","description":"Job ID: 2410968\nLocation: QUANTICO, VA, US\nDate Posted: 2024-08-23\nCategory: Information Technology\nSubcategory: Site Support\nSchedule: Full-time\nShift: Day Job\nTravel: Yes, 10 % of the Time\nMinimum Clearance Required: Top Secret\nClearance Level Must Be Able to Obtain: TS/SCI\nPotential for Remote Work: No\n\nDescription\nIntroduction\nMake a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities of the Defense Counterintelligence and Security Agency (DCSA). The Air Force and Combatant Commands Business Group of SAIC is seeking a Customer Support Analyst to support a transformational infrastructure program for DCSA.\nSAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.\nSpecifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).\nJob Description\nSupports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.\nResearches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.\nProvides on-site technical support to approved seat service DCSA end users.\nPart of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.\nIn coordination with desk side support and service desk resource teams, provides IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.\nCoordinates, resolves, and closes service requests beyond first call resolution.\nHandles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.\nSupports currency and accuracy of IT Service Catalog, adding missing services and/or making recommendations for services not offered.\nExecutes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.\nTracks customer satisfaction benchmarks and metrics.\nProvides weekly, monthly, and customer service ad-hoc reports.\nExecutes change management to perform smoother transition migrations.\nSupports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.\nUpdates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.\nEnsures laptops, PCs, and other access devices are built and maintained to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.\nQualifications\nRequired Qualifications\nIt is required that the Customer Support Analyst have the following qualifications:\nAssociates Degree and six (6) or more years of relevant experience. An additional two (2) years of experience may be considered in lieu of a degree\nIAT-II certification in one of the following areas, Security + CE, CCNA-Security, CySA+, CISCP, GSEC, CND, and/or SSCP\nActive Top Secret security clearance\nDesired Qualifications\nTS/SCI\n\nSAIC accepts applications on an ongoing basis and there is no deadline.\n\nCovid 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.","datePosted":"2026-04-12T20:44:52.573Z","dateModified":"2026-04-12T20:44:52.573Z","hiringOrganization":{"@type":"Organization","name":"SAI","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Quantico","addressRegion":"VA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"6c9acbaac6acced9166edb59"},"url":"https://jobsearcher.com/jobs/6c9acbaac6acced9166edb59"}}