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HHS Helpdesk Support Specialist I Broomfield

Company name
Science Applications International Corporation-(SAIC)

Broomfield, CO

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Job Description Description : This position provides first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online. Follows all company and department documented policies and procedures.\u00a0 Identifies, diagnoses isolates, and resolves problems with hardware, software, network, and system\/applications utilizing technical skills, historical database records, and knowledgebase documentation.\u00a0 Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and any troubleshooting performed.\u00a0 Maintains and updates records in the Incident Management system. This is a shift work position in a 24x7x365 environment requiring flexibility in work hours.\u00a0 Position Responsibilities: Provide triage of inbound requests via phone, email, web, and chat\u00a0 Act as customer facing point of contact to IT Support to supported users\u00a0 Create detailed tickets in the IT SMS\u00a0 Provide basic troubleshooting across a broad range of services using SOPs, and the Knowledge Base.\u00a0 Fulfill standard Service Requests\u00a0 Accurately Escalate Incidents that cannot be resolved by Tier 1 to higher Tiers\u00a0 Perform account maintenance tasks including, but not limited to, user account provisioning.\u00a0 Qualifications : N\/A \u00a0Must be a US Citizen and possess a US \u201cPublic Trust\u201d clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance.\u00a0 High school diploma or GED and 2 years of technical experience. Associates Degree and 1 year of related experience preferred.\u00a0 Proven hardware\/software troubleshooting experience\u00a0 Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat\u00a0 Demonstrated commitment and ability to provide excellent customer service\u00a0 Ability to work well with all teammates in a fast-paced SLA driven environment\u00a0 Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively\u00a0 Understanding of IT concepts\/practices and experience with common service desk software.\u00a0 Proven ability to think and troubleshoot logically and act decisively in critical situations\u00a0 Experience supporting Microsoft Office and Windows OS in an enterprise environment\u00a0 Experience with account administration and password resets in a Microsoft Active Directory environment\u00a0 3 years of experience in computer hardware\/software support\u00a0 ITIL Certification\u00a0 Familiarity with government IT environment and administrative processes\u00a0 Technical certifications such as A , N , MCP, MCSE, CCNA\u00a0 Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC has approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit AA M\/F\/Vet\/Disability

Company info

Science Applications International Corporation-(SAIC)
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Company Profile
The setting for SAIC's startup in 1969 was not much different than that of many companies that begin with a few dollars and a good idea. Small, austere offices with rented desks and typewriters that have seen better days. People furiously working days, nights and weekends, hoping to curb the anxiety over the future. For SAIC, it began in offices with a tremendous ocean view (rented for $2.40 per square foot per year) in the sleepy village of La Jolla, California. "We had the added advantage of having as our next-door neighbor, a ballet studio," recalls founder J. Robert Beyster, Ph.D. "On the balcony in front of us, just to keep things light-hearted, the ballerinas would dance by as we did our research."

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