Vacancy caducado!
Description SAIC has an opportunity for a Senior Service Desk Agent in Cookeville, TN!
Responsibilities include, but are not limited to:- Train and assist less senior FAA Service Desk agents
- Provide Tier 1 technical and procedural support to FAA users throughout the world.
- 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.
- Communicate moderately complex or technical information, ideas and results effectively in both oral and written form.
- High School and three (3) years or more experience, Associates or equivalent and one (1) years or more experience
- Excellent customer service skills.
- Strong 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.
- Experience with BMC Remedy or similar software
- Experience with Microsoft office
- Experience with Outlook
- CompTIA A+
- HDI Support Center Analyst
- Must be able to obtain a public trust clearance prior to starting work.
Vacancy caducado!