SAIC has an opportunity for a Service Desk Lead in Oak Ridge, TN!
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).
technical problems and answers queries through various channels such as
telephone, chat, email, and tickets submitted online.
identify, isolate, analyze, and resolve problems utilizing technical
skills, historical database records, and knowledgebase
Required Education & Experience
- High School and five (5)
years or more experience, Associates or equivalent and three (3) years or
- Excellent customer
- Strong leadership and
- 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
- Experience with Microsoft
- Experience with Outlook
already hold the following certifications or be willing to obtain within 1 year
- CompTIA A+
- HDI Support Center Analyst
- HDI Support Center Team Lead
- KCS v6 Practices
- Must be able to obtain a
public trust clearance prior to starting work.
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