Service Desk Agent - Military veterans preferred

2018-12-06
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Broomfield
Colorado
80021
United States

Description

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

Qualifications

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