Hybrid Service Desk Technician - Government IT Support

SAIC; Cookeville (TN); Hybrid; USD 36,000 - 44,000; Full time

Job summary

SAIC in Cookeville, TN is hiring a Service Desk Agent to be the first point of contact for end users, handling calls, chat, email, and on-line requests. This hybrid role requires in-office presence three days a week and supports the US Department of Health and Human Services.

You will diagnose issues, guide users through solutions, document steps, and escalate as needed while maintaining professional communication and customer service.

Qualifications

• 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.

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 elevate issues to specialist teams.
• Communicate with supervisors, peers, and end users to effectively solve issues.
• Follow all company and department policies and procedures.

Skills

Customer service

Communication

Teamwork

Flexible hours

Problem solving

Education

High school diploma or equivalent

Tools

Ticketing system

Windows OS

Remote support tools

Job description

SAIC in Cookeville, TN is hiring a Service Desk Agent to be the first point of contact for end users, handling calls, chat, email, and on-line requests. This hybrid role requires in-office presence three days a week and supports the US Department of Health and Human Services.

You will diagnose issues, guide users through solutions, document steps, and escalate as needed while maintaining professional communication and customer service.