Company:

SAIC Location:

Broomfield, CO Career Level:

Associate Industries:

Technology, Software, IT, Electronics Description Description SAIC is hiring a Service Desk Agent to support PBGC in Broomfield, CO What we do We are the single point of contact for Information Technology and related customer support for Pension Benefits Guaranty Corporation staff. We are dedicated to enhancing customer productively by providing superior technical support and coordination with other technical groups. We are a customer-focused, provide high-value support services, foster teamwork and provide continuous improvement in everything we do. We support our client in many ways such as telephone calls, chat, email, and online requests. Culture We are a close-knit team that has a great collaborative team dynamic. 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. Ability to be flexible in scheduling and availability are a plus.

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 issue
• 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
• Assist with creating and updating documentation, written instructions, and knowledge base articles
• Utilize ServiceNow 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
• Must be a U.S. Citizen and be able to obtain a Fiduciary Public Trust clearance
• Prefer 1-3 years of relevant experience in a customer service/ support environment
• Possess excellent communication skills, be dependable, outgoing, and positive with excellent problem-solving skills
• 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 work from home or from the office. We are temporarily supporting hybrid work in the Broomfield, CO area.
• Availability to work flexible hours in a 24x7x365 environment Target salary range: Up to $40,000.

The estimate displayed represents the typical salary range for this position based on experience and other factors. 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.