14 hours

Help Desk Agent III - Cookeville Job

  • Job Code
Help Desk Agent III - Cookeville Job

Help Desk Agent III - Cookeville Job

Date: Jul 5, 2018

Location: Cookeville, TN, US

Company: SAIC

Help Desk Agent III - Cookeville (Job Number:436347)



SAIC has an opening of a Help Desk Agent III on an upcoming VA Information Technology Agency (VITA) Help Desk, located in Cookeville, Tennessee. Our Help Desk is the 24x7x365 single point of contact for all Information Technology issues and requests from the VITA customers, and supports users at every skill level and background via telephone, chat, email, and direct ticket submission.

- Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

- Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.

- May route calls to product line specialists, application, or system support specialists.

- Maintains and updates records and tracking databases.

- Alerts management to recurring problems and patterns of problems.

- Limited supervision expected for this position.

- Position should need little, to no instructions on routine work, and general instructions given on new lines of work or special assignments.


- AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years related experience with relavent certification.


- This position requires that all candidates pass a VA state background investigation (BI).

- US Citizenship


- Hardware/software troubleshooting experience.

- AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years related experience with relavent certification.

- Proven experience providing effective and professional communication addressing moderately complex technical issues via telephone, email, and person- to-person.

- Demonstrated customer awareness, strong written and verbal communication skills.

- Provide excellent customer service.

- Experience in desktop support, IT concepts, and help desk software.

- Proven ability to think and troubleshoot logically, and act decisively in critical situations.

- Experience with Microsoft Office Products, Internet Explorer, and Windows.


- Minimum 3 years related experience

- Technical certifications such as Security+, Net+, A+, MCP, MCSE, CCNA.

- Windows 7, Windows 10, IE 8 and IE 11, Terminal Services, VPN software, Microsoft and other commonly used commercial products (including Office 2010 Suite), strong Microsoft Outlook skills, remote access, Android and iOS support.

- Account administration, password reset experience.

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC¿s approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see ( My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: May 8, 2018, 9:26:27 PM
Primary Location: United States-TN-COOKEVILLE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time

Nearest Major Market: Cookeville
Nearest Secondary Market: Nashville

Job Segment: Telecom, Telecommunications, Cisco, Engineer, Database, Technology, Engineering


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