Job Description

**Description** SAIC is looking for a Program Analyst to provide Vulnerability Remediation Asset Manager (VRAM) System Upgrade Fielding and Help Desk Support focused on providing ongoing support through the current help desk system. This position is located at NAVWAR Old Town Campus. Job Duties: + Help Desk Operations and System Management. + Provide Tier 1 and Tier 2 Help Desk distance support for VRAM-related troubleshooting through the NAVWAR Distance Support ITSM Consolidated Help Desk, responding to customer inquiries via phone and email. + Manage ticketing activities in compliance with Navy-issued Cyber Directive reporting (e.g. TASKORD, OPORD, EXORD, etc) while maintaining regular customer communication. + Process SIPR trouble tickets through the ITSM platform and handle NIPR trouble tickets through the NESD/Helix platform, ensuring accurate data transfer and continued tracking across platforms. + Accurately records and maintains support activities to include troubleshooting steps and resolutions + Updates knowledge base articles across ITSM, HELIX, NAVY 311, and Remedy Helpdesk. + Provide a Daily Status Report and Completion Report to document issues and troubleshooting efforts. + Contributes to internal team collaboration to include daily meetings, cross-training ISEA SMEs, and utilizing ITSM SIPR and NIPR environments for information sharing. + Support the transition of NIPR trouble tickets to the NESD/Helix platform, ensuring accurate data transfer and continued tracking. + Conduct performance monitoring to includes attending monthly meetings to review metrics and contribute to service delivery improvements, ensuring ongoing support and minimizing disruptions for end-users. **Qualifications** Education and Experience: + Bachelors degree in a STEM area of study or business management and three (3) years or more relevant experience. + Experience with VRAM. + Experience with IT Help Desk support. + Understanding of PEO C4I / NAVWAR organization structure, programs of records and mission focus. + Experience in Navy C4I systems, experience supporting NAVWAR, and NIWC Pacific engineering programs. + IAT Level II (Sec+ and appropriate secondary certification) + Security Clearance: Secret Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. REQNUMBER: 2507473 SAIC 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 saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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