HHS Service Desk Technician

Job ID 2405620

Location COOKEVILLE, TN, US

Date Posted 2024-04-17

Category Information Technology

Subcategory Computer Operator

Schedule Full-time

Shift Day Job

Travel No

Minimum Clearance Required None

Clearance Level Must Be Able to Obtain Public Trust

Potential for Remote Work No

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 usersProvide front line technical support to local and remote users via calls, chat, email, and online support and service requestsUtilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issueSupport commercial and agency specific applications and softwareSupport operating system and internet browser issuesSupport desktops, laptops, mobile devices, printers, scanners, and other hardwareSupport network infrastructure issues affecting end usersAssist with password resets and account unlocksAssist with set up, installation, and configuration of hardware and softwareDiagnose, isolate, and resolve issues with network connectivity, wired and wirelessAssist with creating and updating documentation, written instructions, and knowledge base articlesUtilize an incident tracking system to create, work, and resolve ticketsClearly document description of issue and troubleshooting work done for escalation, review, and audit purposesEffectively determine when to escalate issues to specialist teamsCommunicate with supervisors, peers, and end users to effectively solve issuesFollow 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 clearancePrefer one year of relevant experience in a customer service/ support environment.Proven hardware/software troubleshooting experienceProven experience providing effective and professional communicationProven ability addressing technical issues via telephone, email, and chatDemonstrated commitment to providing excellent customer serviceExperience with common software and operating systemsKnowledge of IT support Best PracticesAbility to work independently and within a team environmentAvailability 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.