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Service Desk Specialist - Senior

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Job ID: 1923380
Location: COOKEVILLE, TN, United States
Date Posted: Oct 3, 2019
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description

 

 

The Service Desk Agent reports directly to the Service Desk Manager and will be responsible for answering queries and resolving first and second level technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online. Adheres to all company and department policies and procedures. Responds to escalated tickets from first line staff, diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications utilizing advanced technical skills, historical database records, and knowledgebase documentation. Supports commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.  May route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed. May monitor phone and chat queues, email inbox, and the status of service desk tickets to ensure they are completed in a timely manner, alerting management of recurring problems or patterns of problems. Provides guidance and possibly coaching to other technicians and may have limited leadership responsibilities within the team. Contributes to knowledgebase growth and improvement, represents service desk in interactions with other support teams, and may participate in special projects as required.  This may be a shift work position in a 24x7x365 environment requiring flexibility in work hours.

 

 

 

Availability:

 

Willingness to work any shift, potentially including weekends or holidays


Ability to arrive and start work promptly at beginning of scheduled shift

 

 

Qualifications

 


AA Degree in related discipline and three (3) years or more of related experience; Or, High School and five (5) years of related experience with relevant certification


Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat


Demonstrated commitment and ability to provide excellent customer service


Ability to provide leadership to teammates in a fast-paced SLA driven environment


Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others


Deep understanding of IT concepts/practices and experience with common service desk software


Proven ability to think and troubleshoot logically and act decisively in critical situations


Extensive experience supporting Microsoft Office and Windows 10


Experience with account administration practices and Identity Management tools, understands common related security practices


At least one technical certification (such as A+, N+, MCP, MCSE, CCNA)


Must be a US Citizen and have ability to pass customer background check

 

Desired Qualifications

 
  • 5+ years of experience providing computer hardware/software support or related technical support experience in a call center environment
  • Experience providing training on technical subject matter
  • ITIL and HDI Certifications
  • Familiarity with government IT environment and administrative processes
  • 1 year or more experience working in a leadership capacity
  • Strong working knowledge of Windows 10, Edge, FireFox, and Chrome browsers, VPN software, VDI, and other commonly used commercial products



Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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