IT Service Desk Analyst

Job ID: Location:NAPLES, Compania, Italy Date Posted:Nov 14, 2025 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:On-SiteSAIC is seeking anIT Service Desk Analystto 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.ResponsibilitiesOperates as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applicationsAssists end-users/customers in resolving their IT issues accurately and promptlyTakes 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 requestsInteracts with the end-user to resolve the user's technical issuesRemotely accessing the user's computer and making changes to their system and settings by navigating around application menus, or may be required to remote into customer's computer to fix an issue. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their ownTroubleshoot network connectivity issues, working with remote employees on a corporate networkDevelops and sustains a productive customer relationship, making the customer and their needs a primary focusMay elevate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their ownProvide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problemSupport users by performing system tests and updates after they complete their troubleshooting and necessary repairsSupport department-wide operations by supporting the creation, editing, and maintenance of IT documentsQualifications Required EducationAssociate's degree in a related field plus 1 year of experience; a major certification in a related field plus 2 years of experience; high school diploma plus 2 years of experienceRequired ExperienceAbility to solve technical issues via telephone, email, and chatAbility to learn customer support processes and techniquesAbility to work well with all teammates and multi-task in a fast-paced environmentOutstanding analytical, problem solving skills, and excellent customer serviceExcellent Interpersonal, written, and oral communication skillsDesired Education/Experience Bachelor's degree in an IT related field, or associate's degree in an IT related field, plus four (4) years of full time IT experience or major certification plus 4 years of full time IT experience. Eight (8) years of full-time IT experience can be accepted in lieu of degreeRequired CertificationsCompTIA Security+Overview SAIC accepts applications on an ongoing basis and there is no deadline.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 24,000 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 $7.5 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .Please apply through the internal career site here >#J-18808-Ljbffr