Job ID: 2506301 Location:NAPLES, Compania, IT Date Posted:2025-06-02 Category:Information Technology Subcategory:Technical Support Schedule:Full-time Shift:Rotating Travel:Yes, 10 % of the Time Minimum Clearance Required:Secret Clearance Level Must Be Able to Obtain:None Potential for Remote Work:No Description SAIC is seeking an IT Service Desk Analyst to support the Navy's Service Management, Integration and Transport Program (SMIT) located in Naples, Italy. NOTE: This is a rotating-shift 24/7 operations in a call center environment. Weekends and Holiday possible based on client needs. Must be able to work an 8 hour shift within the 1st 2nd and/or 3rd shift options. Shift option times vary. Responsibilities: - Assists end-users/customers in resolving their IT issues accurately and promptly. - Takes detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requests. - Interacts with the end-user to resolve the user's technical issues. - Troubleshoot network connectivity issues, working with remote employees on a corporate network. - Develops and sustains a productive customer relationship, making the customer and their needs a primary focus. - May escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own. - Provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem. - Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. - Support department-wide operations by supporting the creation, editing, and maintenance of IT documents. Qualifications Required Education: - Associate's degree in a related field plus 1 year of experience; a major certification in a related field plus 2years of experience; high school diploma plus 2 years of experience. Required Experience: - Ability to learn customer support processes and techniques. - Ability to work well with all teammates and multi-task in a fast-paced environment. - Outstanding analytical, problem solving skills, and excellent customer service. - Excellent Interpersonal, written, and oral communication skills. Required Certifications: - CompTIA Security, plus at least one of the following: - Microsoft 365 Certified: Endpoint Administrator Associate. - Microsoft 365 Certified: Enterprise Administrator Expert. - Microsoft Certified: Azure Administrator Associate. Required Clearance: - Active Secret clearance.