HHS Service Desk Technician
SAIC•Cookeville, TN
•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. 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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
