Hybrid IT Service Desk Technician - Frontline Support

Saic; Cookeville (TN); Hybrid; USD 42,000 - 56,000; Full time

Job summary

SAIC is hiring a Service Desk Agent to support HHS in Cookeville, TN. This hybrid role requires a minimum of 3 days in the office. You will be the frontline for technical issues, handling calls, chats, emails, and online requests with a focus on professional end users.

We look for candidates with strong customer service skills, solid troubleshooting ability, and a collaborative mindset. A U.S. citizenship and the ability to obtain a Public Trust clearance are required.

Qualifications

• Must have a high school diploma or equivalent (required).
• US citizen and able to obtain a Public Trust clearance.
• Prefer one year of relevant customer service/support experience.
• Proven hardware/software troubleshooting experience.
• Proven ability to communicate effectively in writing and verbally.
• Experience with common software and operating systems.

Responsibilities

• Provide excellent customer service to professional end users.
• Provide front line technical support via calls, chat, email, and online requests.
• Use knowledge bases and tools to diagnose and resolve issues.
• Support applications and software used by the client.
• Troubleshoot OS and browser issues.
• Support desktops, laptops, mobile devices, printers, and network issues.
• Assist with password resets and account unlocks.
• Document issues and resolutions for escalation and audit.

Skills

Customer service

Technical support

Troubleshooting

Communication

Teamwork

Independent worker

Flexible hours

Windows OS

Public Trust clearance

Education

High school diploma

Tools

Knowledge base systems

Job description

SAIC is hiring a Service Desk Agent to support HHS in Cookeville, TN. This hybrid role requires a minimum of 3 days in the office. You will be the frontline for technical issues, handling calls, chats, emails, and online requests with a focus on professional end users.

We look for candidates with strong customer service skills, solid troubleshooting ability, and a collaborative mindset. A U.S. citizenship and the ability to obtain a Public Trust clearance are required.