Service Desk Technician - Military veterans preferred

SAIC is hiring for future opportunities as a Service Desk Agent to support HHS in Cookeville, TN and 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:

• 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