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.


  • 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

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Service Desk Technician

Engility Corporation