Help Desk Agent I

SAIC

12h • Remote

About The Position

SAIC has several openings for a Fully Remote, Help Desk Agent I supporting The Virginia Information Technology Agency (VITA) Program. The Help Desk operates 24x7x365 and serves as the single point of contact for all Information Technology issues and requests from VITA employees and customers. It supports users at every skill level and background via telephone, chat, email, and direct ticket submission. The agent resolves technical problems and answers queries related to computer hardware, software, network, system/application access, and telecommunications systems. This involves diagnosing, identifying, isolating, and analyzing problems utilizing historical database records, and may include routing calls to product line specialists, application, or system support specialists. The role also requires maintaining and updating records and tracking databases, and alerting management to recurring problems and patterns of problems. SAIC is a premier Fortune 500 mission integrator focused on advancing technology and innovation across defense, space, civilian, and intelligence markets, offering secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. The company has approximately 24,000 employees and is headquartered in Reston, Virginia, with annual revenues of approximately $7.5 billion.

Requirements

• Customer Service and Level 1 Technical Support
• Troubleshooting
• Problem Solving
• PC Proficiency
• Identifying and resolving level 1 customer issues
• Documentation
• Soft Skills- Personable and Professional
• MS Office
• Ability to work in a specified ticketing system including but not limited to: Documentation, Ticket Routing, Ticket Categorization, Ticket Closure, Knowledge Base
• Metric Scorecard must be kept within parameters of Service Desk Manual
• Attendance & Scorecards must be kept within parameters of Service Desk Manual
• Ability to follow set schedule with little variance

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees