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Service Desk Lead

Job ID: 2010196
Location: COOKEVILLE, TN, United States
Date Posted: Jun 30, 2020
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 Remote Work: No

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Job Description

Description

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.


Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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