Service Desk Agent

SAIC•Flexwork, VA

14h

About The Position

SAIC is seeking a Service Desk Agent to provide first-line support to the U.S. Department of Transportation (DOT) customer base. The agent provides basic technical and process assistance by phone and email, supports the Request Fulfillment process, and helps maintain positive working relationships with DOT employees, contractors, and internal staff. The position may not be immediately available. The agent supports end users through phone calls, emails, self-service requests, and walk-in requests. The role includes answering questions about Windows and Office applications, creating and maintaining case records, researching customer concerns, resolving or routing issues, and following requests through to completion. The stated shift coverage is Monday through Friday, 7 a.m. to 7 p.m. EST.

Requirements

High school education.
One to two years of sufficient IT help desk or technical service experience supporting a service desk, with a relevant certification.
Excellent communication skills; dependable, outgoing, and positive demeanor; and excellent problem-solving skills.
Ability and willingness to work effectively within a team in a fast-paced support role.
Ability to obtain the HDI Customer Service Representative Certification within six months of employment.
Must be a U.S. citizen or a green card holder who has resided in the U.S. for at least three years.
Ability to obtain a public trust.

Responsibilities

Create Interactions and Incidents.
Provide basic technical and process assistance over the phone and via email.
Provide friendly and courteous support to DOT employees and contractors.
Help develop and maintain positive working relationships with internal departments, organizations, and employees, while providing high-quality customer service.
Assist with processing Service Requests as part of the Request Fulfillment process.
Support the IT service desk by assisting end users via phone calls, emails, self-service requests, and walk-in requests.
Provide detailed answers on Windows and Office applications and escalate or route complex issues and requests.
Maintain ownership of calls throughout the lifecycle of a user's request, including follow-up with the end user and escalation team.
Research customer concerns and find appropriate resolutions.
Create and maintain case management records of daily problems, remedial actions, and installation activities.
Perform other duties as assigned.