Senior Service Desk Agent

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.