HHS Service Desk Technician

SAIC; Broomfield (CO); Híbrido; USD 40.000 - 80.000; Jornada completa

Descripción de la vacante

SAIC is seeking a Service Desk Agent in Broomfield, CO for hybrid work arrangements. You will provide front-line IT support to US Health and Human Services end users, handling calls, chat, email, and online requests with a focus on customer service.

The role requires a strong work ethic, enthusiasm for technology, and the ability to communicate effectively with users of varying technical backgrounds. Candidates should be available for a 24x7x365 support schedule as needed.

Formación

• Must have a high school diploma or equivalent.
• Must be a U.S. Citizen and able to obtain a Public Trust clearance.
• Prefer one year of relevant experience in a customer service/support environment.
• Proven hardware/software troubleshooting experience.
• Proven ability to communicate effectively by phone, email, and chat.
• Experience with common software and operating systems.
• Knowledge of IT support best practices.
• Ability to work independently and in a team.
• Availability to work flexible hours in a 24x7x365 environment.

Responsabilidades

• Provide excellent customer service to professional end users.
• Deliver front line technical support to local and remote users via calls, chat, email, and online tickets.
• Use knowledge base and tools to analyze and diagnose issues.
• Support applications and software used by the client.
• Troubleshoot OS and browser issues.
• Support desktops, laptops, mobile devices, printers, and scanners.
• Address network connectivity issues affecting end users.
• Assist with password resets and account unlocks.
• Assist with setup and configuration of hardware and software.
• Document issue details and troubleshooting steps for escalation.
• Escalate complex issues to specialist teams as needed.
• Communicate with supervisors and end users to resolve problems.
• Follow all policies and procedures.

Conocimientos

Customer service

Technical support

Communication

Teamwork

Problem solving

Educación

High school diploma or equivalent

Herramientas

Ticketing system

Descripción del empleo

Description

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

This is a Hybrid role requiring 3 days minimum in office.

What We Do

We are the front line of contact for technical issues and questions for the US Department of Health and Human Services. We support our client in many different ways such as telephone calls, chat, email, and online requests.

Who We Are Looking For

We are looking for people with a great work ethic, an enthusiasm for technology, and are constantly learning new things. You also need to have wonderful people skills and can work with professionals that have varying levels of technical expertise.

Responsibilities

• Provide excellent customer service to professional end users
• 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 issue
• Support commercial and agency specific applications and software
• Support operating system and internet browser issues
• Support desktops, laptops, mobile devices, printers, scanners, and other hardware
• 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, wired and wireless
• Assist with creating and updating documentation, written instructions, and knowledge base 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 escape issues to specialist teams
• Communicate with supervisors, peers, and end users to effectively solve issues
• Follow all company and department policies and procedures

Qualifications

Required Skills/Experience

• Must have a High school diploma or equivalent
• Must be a U.S. Citizen and be able to obtain a Public Trust clearance
• Prefer one year of relevant experience in a customer service/ support environment
• 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
• Availability to work flexible hours in a 24x7x365 environment

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.