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3rd Shift Service Desk Technician

Company: SAIC
Location: Broomfield
Posted on: September 9, 2020

Job Description:

DescriptionSAIC is hiring a 3rd shift Service Desk Technician 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 QualificationsREQUIRED SKILLS/EXPERIENCE:----- Must have a High school diploma or equivalent and 2 years of relevant work--experience or an Associates and 1 year of relevant 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 / customer service 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 --- Ability to follow procedures under stressful conditions --- Availability to work flexible hours in a 24x7x365 environment

Keywords: SAIC, Broomfield , 3rd Shift Service Desk Technician, Professions , Broomfield, Colorado

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