HHS Service Desk Technician - Cookeville, United States - SAIC

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.

HHS 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.

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

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

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy:
SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.


REQNUMBER:

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 For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability