HHS Service Desk Technician

SAIC•Cookeville, TN

5d•Hybrid

About The Position

SAIC is hiring a Service Desk Agent to support HHS in Cookeville, TN. This is a Hybrid role requiring 3 days minimum in office What We Do We are the front line of contact for technical issues and questions for the US Department of Health and Human Services. HHS a professional and diverse group that are doing remarkable things during a remarkable time. We support our awesome client in many different ways such as telephone calls, chat, email, and online requests. Culture We are a close-knit team of around 30 people that has a great team dynamic. We all come from very different backgrounds and ages. We work for SAIC a Fortune 500 company and is listed as one of the “World’s Most Admired Companies”. Forbes lists us as one of “America’s Best Employers for Diversity” and one of “America’s Best Employers for Veterans”. Company Values Passion- Love what you do Empowerment- Decide and act Integrity- Be real Inclusion- Embrace differences Innovation- Think courageously Who We Are Looking For We are looking for people with a great work ethic, an enthusiasm for technology, and are constantly learning new things. You also need to have wonderful people skills and can work with professionals that have varying levels of technical expertise.

Requirements

Must have a High school diploma or equivalent
Must be a U.S. Citizen and be able to obtain a Public Trust clearance
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

Nice To Haves

Prefer one year of relevant experience in a customer service/ support 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 escalate issues to specialist teams
Communicate with supervisors, peers, and end users to effectively solve issues
Follow all company and department policies and procedures