HHS Service Desk Technician

Service Desk AgentSAIC is hiring a Service Desk Agent to support HHS in Cookeville, TN. This is a hybrid role requiring 3 days minimum in office.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.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 proceduresQualifications:Required Skills/Experience:Must have a High school diploma or equivalentMust be a U.S. Citizen and be able to obtain a Public Trust clearancePrefer one year of relevant experience in a customer service/support environmentProven 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 environmentSAIC accepts applications on an ongoing basis and there is no deadline. SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion.