Service Desk Technician

Job Description

Description

SAIC is hiring a Service Desk Agent to support HHS in Cookeville, TN

What we do

We are the front line of contact for technical issues and questions for the US Department of Health and Human Services.  They are 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. A definite plus is to have the ability to be flexible in scheduling and availability for OT.

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 issue
• 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
• 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
• 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.
• Must be a U.S. Citizen and be able to obtain a Public Trust clearance
• Prefer one year of relevant experience in a customer service/ support 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
• Availability to work flexible hours in a 24x7x365 environment

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.