Hybrid IT Service Desk Agent — Frontline User Support

SAIC; Broomfield (CO); Hybrid; USD 36,000 - 44,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

SAIC is hiring a Service Desk Agent to support the US Department of Health and Human Services in Broomfield, CO. This hybrid role requires a minimum of 3 days in the office and supports a 24x7x365 environment.

You will provide front line technical support via calls, chat, email, and online requests, troubleshoot hardware/software, and assist with setup and configuration of devices while documenting issues for escalation.

Qualifications

• High school diploma or equivalent required.
• US Citizen able to obtain Public Trust clearance.
• Experience in customer service/support environment preferred.
• Proven hardware/software troubleshooting experience.
• Strong communication skills for calls, chat, email.

Responsibilities

• Provide excellent customer service to professional end users.
• Offer frontline technical support via calls, chat, email, and online requests.
• Diagnose issues using knowledgebase, logs, and historical records.
• Support applications, OS, browsers, desktops, laptops, mobile devices, printers, and network issues.
• Assist with password resets and account unlocks.
• Document issues and troubleshooting steps for escalation.
• Create and update documentation and knowledge base articles.

Skills

Customer service

Troubleshooting

Communication

Team work

Independent work

24x7 availability

Education

High school diploma or equivalent

Tools

Incident tracking system

Job description

SAIC is hiring a Service Desk Agent to support the US Department of Health and Human Services in Broomfield, CO. This hybrid role requires a minimum of 3 days in the office and supports a 24x7x365 environment.

You will provide front line technical support via calls, chat, email, and online requests, troubleshoot hardware/software, and assist with setup and configuration of devices while documenting issues for escalation.