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