SAIC has an opportunity for a Service Desk Lead in Cookeville, TN!
Responsibilities
include, but are not limited to:
Act as a peer leader of FAA
Service Desk agents to provide mentoring, guidance, coaching and track
adherence of assigned Service Desk Agents.
Motivate and lead Service
Desk Agents to meet set goals and objectives
Communicate moderately
complex or technical information, ideas and results effectively in both
oral and written form
Interact daily with staff
and/or functional peer groups and customers.
Provide Tier 1 technical and
procedural support to FAA users throughout the world (as needed).
Resolves
technical problems and answers queries through various channels such as
telephone, chat, email, and tickets submitted online.
Diagnose,
identify, isolate, analyze, and resolve problems utilizing technical
skills, historical database records, and knowledgebase
documentation.
Qualifications
Required Education & Experience
High School and five (5)
years or more experience, Associates or equivalent and three (3) years or
more experience
Excellent customer
service skills.
Strong leadership and
coaching skills
Knowledge to provide tier I
technical support to computer customers needing assistance with general
questions,account administration
(password resets and account unlocks), distribution of software and
software troubleshooting, remote access and VPN support, and
service/support request entry via an incident tracking system.
Ability to remotely
troubleshoot user issues and determine what assistance is needed.
Ability to collect and
document necessary information for appropriate escalation to level 2
technical teams if unable to resolve requests at first contact.
Desired Skills & Experience
Experience with BMC Remedy or
similar software
Experience with Microsoft
office
Experience with Outlook
Certifications Required
Candidate must
already hold the following certifications or be willing to obtain within 1 year
of hire.
CompTIA A+
HDI Support Center Analyst
HDI Support Center Team Lead
KCS v6 Practices
Required Clearance
Must be able to obtain a
public trust clearance prior to starting work.
