Helpdesk Specialist Tier II Agent - Military veterans preferred



  full-time   employee

United States


SAIC is looking for a Tier II Helpdesk Specialist  to support our EPA Service Desk in Cookeville, TN!


Duties & Responsibilities


• The EPA Service Desk Tier II Agent will take phone calls regarding general questions, remote, password, mobile, outlook and security.

• The Service Desk agent will answer service desk calls from EPA end users and work to resolve their issues.

• The service agent has to be able to remotely troubleshoot user issues and determine what is assistance is needed.

• If unable to assist, document issue and steps taken to resolve before correctly routing to local support or specific group.

• While assisting with password issues, it is important to verify personnel information and employment.

• Coaching and development is provided for customer service skills and consistency in handling user issues.



Required Experience & Education

  • Associates Degree or equivalent in related discipline and one year related experience OR high school diploma or equivalent and up to 2 years related  experience

Clearance Requirement

  • Must be able to obtain Public Trust Security Clearance