Hybrid Service Desk Agent - HHS Support

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

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.