Service Desk Analyst I

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

Job Description:

Description SAIC has an opportunity for a Service Desk Analyst I in Broomfield, CO! The_Service_Desk_Analyst_Will Provide first and second level technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online. Follow all company and department documented procedures and protocols. Diagnose, identify, isolate, analyze, and resolve problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation. Support commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. Route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed. Maintain and update records in Incident Management system. Qualifications Required Education, Experience, & Certification High School and one (1) year of technical support experience in a call center environment. Less experience may be accepted with additional education. Proven hardware/software troubleshooting experience Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat Demonstrated commitment and ability to provide excellent customer service Ability to work well with all teammates in a fast-paced SLA driven environment Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others Understanding of IT concepts/practices and experience with common service desk software. Proven ability to think and troubleshoot logically and act decisively in critical situations Experience supporting Microsoft Office, Windows OS, and Mac OS X Experience with account administration and Identity Management tools Required_Clearance Must be able to obtain and maintain a Public Trust clearance. Desired Ability to arrive and start work promptly at beginning of scheduled shift 3+ years of experience providing computer hardware/software support ITIL Certification Familiarity with government IT environment and administrative processes Technical certifications such as A+, N+, MCP, MCSE, CCNA Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products Show moreShow less

Keywords: ClearedJobsNet, Broomfield , Service Desk Analyst I, Professions , Broomfield, Colorado