Hybrid Service Desk Technician Frontline IT Support

Saic; Broomfield (CO); On-site; USD 36,000 - 44,000; Full time

Job summary

SAIC is hiring a Service Desk Agent to support HHS in Broomfield, CO in a hybrid role with a minimum of 3 days in office. The position supports the US Department of Health and Human Services with front-line technical assistance.

The candidate should have strong customer service skills, technical troubleshooting ability, and experience communicating with end users via calls, chat, and email. The team uses incident tracking to document issues and escalation.

Qualifications

• Requires high school diploma or equivalent.
• U.S. Citizen with ability to obtain Public Trust clearance.
• 1 year customer service experience preferred.
• Strong hardware/software troubleshooting.
• Excellent written and verbal communication.
• Experience with calls, chat, email support.
• Ability to work in a 24x7x365 environment.
• Familiarity with ITIL or incident tracking systems is a plus.

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 operating system and internet browser issues.
• Support desktops, laptops, mobile devices, printers, scanners, and other hardware.
• Assist with password resets and account unlocks.
• Diagnose, isolate, and resolve issues with network connectivity, wired and wireless.
• 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.
• Communicate with supervisors, peers, and end users to effectively solve issues.

Skills

Customer service

Technical troubleshooting

Communication skills

Ticketing/Incident tracking

24x7 readiness

Education

High school diploma or equivalent

Job description

SAIC is hiring a Service Desk Agent to support HHS in Broomfield, CO in a hybrid role with a minimum of 3 days in office. The position supports the US Department of Health and Human Services with front-line technical assistance.

The candidate should have strong customer service skills, technical troubleshooting ability, and experience communicating with end users via calls, chat, and email. The team uses incident tracking to document issues and escalation.