HHS Service Desk Technician

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

This is a Hybrid role requiring 3 days minimum in office.

What We Do:

We are the front line of contact for technical issues and questions for the US Department of Health and Human Services. We support our client in many different ways such as telephone calls, chat, email, and online requests.

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.

Responsibilities:

• Provide excellent customer service to professional end users
• 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 agency specific applications and software
• Support operating system and internet browser issues
• Support desktops, laptops, mobile devices, printers, scanners, and other hardware
• 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, wired and wireless
• 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
• Communicate with supervisors, peers, and end users to effectively solve issues
• Follow all company and department policies and procedures

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