Service Desk Associate - Military veterans preferred

2019-05-02
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Broomfield
Colorado
80021
United States

Description

SAIC is hiring a Service Desk Associate in Broomfield, CO immediately.


Job Description:

  • Provides first line 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.
  • Follows all company and department documented policies and procedures.
  • Identifies, diagnoses isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.
  • Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. 
  • May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and any troubleshooting performed.
  • Maintains and updates records in Incident Management system.

This is a shift work position in a 24x7x365 environment requiring flexibility in work hours. 

Qualifications

Required Education/Skills:

  • AA Degree in technical discipline or High School diploma or GED with at least 1 year of experience
  • Certifications and 6 months of experience can be accepted in lieu of Degree
  • 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
  • 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 and Windows OS in an enterprise environment
  • Experience with account administration and password resets in a Microsoft Active Directory environment
Clearance Requirement:
Must be a US Citizen and possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance. 


Availability:

  • Willingness to work any shift in a 24x7x365 environment, including weekends and holidays
  • Ability to arrive and start work promptly at beginning of scheduled shift