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Senior Remote Deskside Services Tech

Job ID: 2014075
Location: COOKEVILLE, TN, United States
Date Posted: Oct 12, 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 Senior Remote Deskside Tech in Cookeville, TN!

This position requires the candidate to be on-site at an SAIC location.  The candidate will remotely support users at other locations or facilities.


Responsibilities include, but are not limited to:

  • Train and assist less senior FAA RDS technicians
  • Provide Tier 2 technical and procedural support to FAA users throughout the world.   
  • Communicate moderately complex or technical information, ideas and results effectively in both oral and written form
  • 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. 
  • Coordinate with the FAA's hardware depot to have a replacement PC provided to end-users where resolution cannot be provided remotely.

Qualifications

Required Education & Experience

  • High School and five (5) years or more experience, Associates and three (3) years or more experience
  • Excellent customer service skills.    
  • Strong coaching skills
  • Knowledge to provide tier II 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.

 

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

 

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 modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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