Role Description SAIC is hiring an IT Service Desk Analyst to support our Multi-Client Service Desk. Remote role can be worked anywhere within the United States. This role may not be immediately available. We are the point of contact for Information Technology and related customer support for SAIC employees, contractors, partner and resource teams, ensuring support of users at every skill level and background. We are dedicated to enhancing customer productivity by providing superior technical, customer-focused high-value support service. We foster teamwork and provide continuous improvement in everything we do. We support our clients in many ways such as telephone calls, chat, and email requests. Responsibilities - Provide front line technical support to local and remote users via calls, chat, and email support. - Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issues. - Support commercial and customer specific applications and software. - Support operating system and internet browser issues. - Support desktops, laptops, mobile devices, printers, scanners, and other hardware. - Support wired and wireless network connections. - Support network infrastructure issues affecting end users. - Assist with password resets and account unlocks. - Assist with set up, installation, and configuration of hardware and software. - Diagnose, isolate, and resolve issues with network connectivity. - Handle majority of requests without additional assistance, following established procedures and using available knowledge base and support tools provided to follow issues through to a proper resolution. - Assist with creating and updating documentation, written instructions, and knowledge base articles. - Utilize ITSM incident tracking systems to create, work, and resolve tickets. - Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes. - Effectively determine when to escalate issues to specialist teams. - Provide excellent customer service to the end user. - Communicate with supervisors, peers, and end users to effectively solve issues. - Follow all company and department policies and procedures. - Additional responsibilities may vary depending on the contract and position. Qualifications - Great work ethic. - Enthusiasm for technology. - Constantly learning new things. - Wonderful people skills. - Ability to work with professionals that have varying levels of technical expertise. - Flexibility in scheduling and availability. Company Description SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .

• Preparation, review and critical analysis of QSMS management standards; • Analysis and validation of legal compliance and hazards/risks in the Unit’s recording system; • Participation in the application of risk analysis tools in processes; • Prepare and update the list of environmental aspects and impacts and hazards and harms to safety and health, and propose and update control measures; • Prepare and update teaching materials and scripts for QSMS training; • Prepare presentations for QSMS lectures; • Deliver presentations and QSMS training sessions; • Prepare materials and participate in QSMS campaigns according to schedule; • Provide advisory support to DSMS and/or contractors; • Prepare and update the inspection schedule; • Prepare Checklists for conducting inspections; • Perform QSMS audits and/or inspections at bases and operational fronts, meeting established targets; • Analyze action plans for addressing non-conformities identified in inspections/audits; • Register non-conformities identified in audits and inspections in the computerized system; • Monitor the implementation of actions to address non-conformities from inspections/audits; • Provide support for the implementation of Corporate Plans; • Support analysis of contractors’ BAD and IDF documents; • Support contract oversight in completing the IDF SMS questionnaire; • Final evaluation of the SMS performance of Service Providers to inform future hiring decisions; • Support verification of suppliers’ compliance with legal requirements; • Assist in preparing Checklists (CL) for periodic contract SMS evaluations based on the contract SMS annex and applicable characteristics and requirements; • Verify, record and control the Unit’s Deviations program; • Validate and analyze the treatment of deviations recorded in the Unit’s Deviations program; • Register and monitor actions to address anomalies in computerized systems; • Track QSMS anomalies through the Unit’s own system; • Communicate recorded deviations to the Unit’s operational management; • Participate in deviation treatment meetings; • Monitor action plans aimed at reducing anomalies; • Advise management on deviation resolution; • Consolidate data, monitor and measure QSMS indicators; • Update the Unit’s computerized systems with indicator information; • Prepare presentations of QSMS data and indicators for management review meetings; • Enter and update data regarding resource registers, drill planning, maintenance of emergency plans and emergency control in computerized systems; • Monitor drills carried out by chartered vessels under the Unit’s management; • Collect information and reports on employees’ work histories; • Participate in the implementation of programs and projects; • Support control, planning and scheduling of technical and managerial activities; • Manage QSMS training processes; • Update the QSMS training matrix; • Manage information for the Management team; • Control inventory of personal protective equipment (PPE), establishing restocking parameters for each item; • Prepare a monthly report indicating the average consumption of each PPE item; • Create requisitions for procurement of materials; • Organize PPE inventory; • Distribute requested PPE items; • Update PPE delivery records; • Carry out PPE management at the Unit; • Continuous updating of safety anomaly recording and control systems; • Provide advisory support in planning and conducting drills; • Control evidence of completed drills and compliance with action plans generated from Unit drills and emergencies; • Conduct surveys and support analysis of impacts related to change management, translating them into action plans; • Analysis and validation of legal compliance and hazards/risks in the Unit’s recording system (duplicate task in original, included for completeness); • Participation in the application of risk analysis tools in processes (duplicate task in original, included for completeness); • Participate in the preparation of operational and occupational risk studies; • Participate in preparing materials for QSMS Management Review meetings and present results and identified improvement requests; • Monitor drills carried out by chartered vessels under the Unit’s management;

• Product analyst for telecom data and processes. • Gather requirements for new Voice/Mobility demands, mapping flows and impacted systems. • Write system development requirements, compose use cases and perform system tests (UAT). • Specify and model the SIM CARD loading pipeline approved by Engineering. • Address cross-functional needs related to SIM card provisioning. • Lead forums to understand Voice/Mobility needs and deliver flows and requirements. • Work collaboratively with other teams to build shared understanding and deliver products/services. • Act as a knowledge disseminator within the team. • Work on IoT projects creating end-to-end designs, flow diagrams, delivering requirements and performing validations.

• Profissional responsável por atuar no levantamento e detalhamento de requisitos de novas demandas relacionadas a produtos e processos de telecomunicações, realizando mapeamento de fluxos, sustentação de projetos, testes sistêmicos e integração entre áreas. • Será responsável por apoiar a implantação do projeto RE-CLA, conduzir fóruns técnicos e atuar como referência na disseminação de conhecimento dentro da equipe. • Atuar no entendimento e escrita de requisitos de novas demandas • Mapear fluxos de processos e sistemas impactados • Elaborar casos de uso e executar testes sistêmicos (UAT) • Atuar na sustentação do projeto RE-CLA durante a fase de implantação • Conduzir fóruns técnicos para entendimento de necessidades de serviços e tecnologias de acesso • Trabalhar de forma colaborativa com equipes multidisciplinares • Apoiar a construção de soluções e entregas de produtos/serviços • Disseminar conhecimento técnico e funcional dentro da equipe