Remote Deskside Services Lead

Remote Deskside Services Lead
Company:

Saic


Remote Deskside Services Lead

Details of the offer

Description

SAIC has an opportunity for an Remote Deskside Services Lead in Oak Ridge, TN!
Responsibilities include, but are not limited to:
Act as a peer leader of FAA Remote Deskside technicians to provide mentoring, guidance, coaching and track adherence of assigned Remote Deskside Technicians.

Motivate and lead Remote Deskside Technicians 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 2 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.

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 eight (8) years or more experience, Associates and six (6) years or more experience

Excellent customer service skills.

Strong leadership and 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

HDI Support Center Team Lead

KCS v6 Fundamentals

Required Clearance

Must be able to obtain a public trust clearance prior to starting work.

My SAIC Benefits.


Source: Dice


Area:

Requirements


Knowledges:

  • Access
  • Remedy

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