Service Desk Agent

SAIC (Science Applications Int.) • Washington, DC

39d • $40,000 • Onsite

About The Position

SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT agent is the first line of contact with the DOT customer base. As such the agent is responsible for: The creation of Interactions and Incidents. Provide basic technical and process assistance over the Phone and via Email. Provide friendly, courteous support of all DOT employees and contractors. Take part in the development and maintenance of a positive working relationship with all internal departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff. As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well. Shifts are M-F 7am-7pm EST Located at the Washington DC customer Site

Requirements

• Minimum 3+ years of sufficient technical service experience supporting a federal government environment providing help desk hardware and software support.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem-solving skills.
• Must be willing to work effectively within a team environment in a fast-paced support role.
• Ability to obtain the HDI Support Center Analyst (HDI-SCA) Certification required within six (6) months of employment.
• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.
• Prefer a Degree in an IT related field, additional experience in lieu of education will be considered.

Responsibilities

• Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.
• Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.
• Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.
• Research customer concerns and find appropriate resolutions.
• Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees