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Service Desk Technician

Job ID: 199325
Location: COOKEVILLE, TN, United States
Date Posted: Oct 18, 2019
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No

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Job Description

Description

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

 

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

 

Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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