Service Desk Technician

Engility Corporation Broomfield , CO 80021

Posted 2 months ago

SAIC is hiring a Service Desk Agent to support HHS in Broomfield, CO.

Job Description

  • This job is the front line of contact for support with various technical issues and questions; supporting users via various channels such as telephone calls, chat, email, and online requests.

  • The employee performing this job is required to communicate with the end user to diagnose, understand, isolate, and resolve a variety of issues dealing with hardware, connectivity, network infrastructure, computer systems, as well as proprietary and commercially available software.

RESPONSIBILITIES:

  • Provide front line technical support to local and remote users via calls, chat, email, and online support and service requests

  • 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

  • Create, edit, and update documentation, instructions, and knowledgebase articles

  • Utilize an incident tracking system 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

REQUIRED SKILLS/EXPERIENCE:

  • Must have a High school diploma or equivalent and 2-3 years of relevant work experience.

  • Must be a U.S. Citizen and be able to obtain a Public Trust clearance

  • Must have at least one year of experience in a Support desk environment but would prefer 2 years experience

  • Proven hardware/software troubleshooting experience

  • Proven experience providing effective and professional communication

  • Proven ability addressing technical issues via telephone, email, and chat

  • Demonstrated commitment to providing excellent customer service

  • Experience with common software and operating systems

  • Knowledge of IT support Best Practices

  • Ability to work independently and within a team environment

  • Ability to follow procedures under stressful conditions

  • Availability to work flexible hours in a 24x7x365 environment

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Service Desk Analyst I

Saic

Posted 4 days ago

VIEW JOBS 5/29/2020 12:00:00 AM 2020-08-27T00:00 Job Description Description SAIC has an opportunity for a Service Desk Analyst I in Broomfield, CO or Somerset, KY! The Service Desk Analyst will: * Provide first and second level technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online. * Follow all company and department documented procedures and protocols. * Diagnose, identify, isolate, analyze, and resolve problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation. * Support commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. * Route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed. * Maintain and update records in Incident Management system. Qualifications Required Education, Experience, & Certification * High School and one (1) year of technical support experience in a call center environment. Less experience may be accepted with additional education. * Proven hardware/software troubleshooting experience * Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat * Demonstrated commitment and ability to provide excellent customer service * Ability to work well with all teammates in a fast-paced SLA driven environment * Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others * Understanding of IT concepts/practices and experience with common service desk software. * Proven ability to think and troubleshoot logically and act decisively in critical situations * Experience supporting Microsoft Office, Windows OS, and Mac OS X * Experience with account administration and Identity Management tools Required Clearance * Must be able to obtain and maintain a Public Trust clearance. Desired: * Ability to arrive and start work promptly at beginning of scheduled shift * 3+ years of experience providing computer hardware/software support * ITIL Certification * Familiarity with government IT environment and administrative processes * Technical certifications such as A+, N+, MCP, MCSE, CCNA * Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products Overview SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability Saic Broomfield CO

Service Desk Technician

Engility Corporation