Service Desk Agent Lead
saicjobs
 Broomfield, CO

SAIC has an opening for a Service Desk Team Lead in Broomfield, CO!

Team Lead for the below role: Responsible for handling, leading and delegating escalated issues, being process and technical subject matter expert for less experienced and skilled ITSD agents, may assist in training issues, knowledge management and quality analysis as needed. Will relay pertenant information to all agents acting as a go-between from management to agents.

The Enterprise Service Desk (ESD) Specialist is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365. Provide prompt, courteous, and high-quality end user support services to the approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).

Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE. Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets. Ensure consistent incident, change, and problem life cycle processing. Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means. Interact with NOSC, software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem. Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution. Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents. Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.

TYPICAL EDUCATION AND EXPERIENCE: AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years related experience with relavent certification.

SECURITY certification required within 3 months of job acceptance.

Secret Clearance or be able to obtain an interim Secret prior to starting

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