Agent

• Provide frontline technical support to local and remote users via calls, chat, and email
• Analyze and diagnose issues using technical skills, historical records, knowledgebase, and available tools
• Support commercial and customer-specific applications and software
• Support operating systems and internet browser issues
• Support desktops, laptops, mobile devices, printers, scanners, and other hardware
• Assist with account credentialing, password resets, and account unlocks
• Assist with hardware and software setup, installation, and configuration
• Diagnose, isolate, and resolve wired and wireless network connection issues
• Resolve most requests independently using established procedures, knowledgebase, and support tools
• Create, work, and update tickets in ITSM incident tracking systems
• Escalate end-user-impacting issues according to established protocols
• Support SLAs, XLAs, OLAs, KPIs, and Baselines
• Communicate real-time coverage needs and availability or gaps to leadership
• Follow client-specific and SAIC cybersecurity protocols, security standards, and operational policies
• Manage workflow and productivity across multiple assignments, systems, and customer interactions
• Document and transition open tickets and active issues during shift handoffs
• Manage outage notifications and engage on-call support for after-hours incidents
• Participate in cross-training, performance reviews, counseling sessions, and development opportunities
• Contribute to knowledge articles and operational procedures
• Communicate with team members, departments, and customers to ensure satisfactory support
• Maintain quality standards for Service Desk interactions
• Responsibilities may vary by program assignment and client requirements

Extended Weekend Service Agent

• Load and unload mail, express cargo, baggage, freight, and company material on and off aircraft
• Transfer cargo on the ramp as required
• Receive, deliver, and physically handle freight and company material
• Complete forms and messages necessary for assigned functions
• Assist with loading, unloading, and racking filled and empty drums
• Perform routine cleaning of work areas, ramps, and facilities, with or without powered equipment
• Assist in monitoring facility security
• Comply with WFS site security procedures for warehouse and other operations
• Report security breaches, suspicious occurrences, and non-compliance with the site security plan
• Load and unload cargo weighing up to 70 lbs. in confined aircraft cargo areas
• Push, pull, and position loaded containers weighing up to 3,200 lbs. on rollers
• Transport cargo to and from aircraft using a 3,000 lb. vehicle with attached carts
• Read off-load sheets to determine cargo destinations

Air Cargo Ramp Agent

• Start up most complex equipment and assist technicians with complex equipment and systems
• Diagnose and repair sequence of operation, controls, hydronic systems, and VRV systems
• Work with engineers, vendors, and OEMs to correct mistakes, errors, and changes
• Facilitate review of critical documents to generate the pre-commissioning plan with the operations team
• Verify equipment on the job matches submittal documents for voltage, amps, horsepower, and other specifications
• Review specifications against submittals
• Provide direct mentoring to employees within or outside the department
• Develop newer talent through direct mentorship of technicians
• Work overtime on occasion

Agent jobs in Tennessee

Extended Weekend Service Agent

Air Cargo Ramp Agent

Senior HVAC Pre Commission Agent