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