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Service Desk Technician (Security Clearance required)

Company: SAIC
Location: Broomfield
Posted on: December 6, 2019

Job Description:

Description SAIC is hiring a Service Desk Agent to support HHS in Broomfield, CO. -- Job Description --- This job is the front line of contact for support with various technical issues and questions; supporting users via various channels such as telephone calls, chat, email, and online requests. --- The employee performing this job is required to communicate with the end user to diagnose, understand, isolate, and resolve a variety of issues dealing with hardware, connectivity, network infrastructure, computer systems, as well as proprietary and commercially available software. RESPONSIBILITIES: --- 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 issues --- Support commercial and customer specific applications and software --- Support operating system and internet browser issues --- Support desktops, laptops, mobile devices, printers, scanners and other hardware --- Support wired and wireless network connections --- 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 --- Create, edit, and update documentation, instructions, and knowledgebase 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 --- Provide excellent customer service to the end user --- Communicate with supervisors, peers, and end users to effectively solve issues --- Follow all company and department policies and procedures --- Additional responsibilities may vary depending on the contract and position Qualifications REQUIRED SKILLS/EXPERIENCE: -- --- Must have a High school diploma or equivalent and 2-3 years of relevant work--experience. -- --- Must be a U.S. Citizen and be able to obtain a Public Trust clearance --- Must have at least one year--of experience in a Support desk environment but would prefer 2+ years experience -- --- 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 --- Ability to follow procedures under stressful conditions --- Availability to work flexible hours in a 24x7x365 environment Desired Qualifications--

Keywords: SAIC, Broomfield , Service Desk Technician (Security Clearance required), Professions , Broomfield, Colorado

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