Service Desk Agent
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 supports the IT service desk by responding to end-user requests through phone calls, email, self-service requests, and walk-ins. The role includes creating interactions and incidents, providing basic technical and process assistance, answering questions about Windows and Office applications, and processing service requests. The agent maintains ownership of requests through resolution, including follow-up with users and escalation teams, and provides courteous, high-quality service to DOT employees, contractors, and internal staff. The position may not be immediately available. Shifts are scheduled Monday through Friday within 7 a.m.–7 p.m. EST.
Requirements
- High school education.
- 1–2 years of IT help desk or technical service experience supporting a service desk, with a relevant certification.
- Excellent communication and problem-solving skills; dependable, outgoing, and positive.
- Ability to work effectively as part of 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 and be able to obtain a public trust.
Responsibilities
- Create interactions and incidents.
- Provide basic technical and process assistance by phone and email.
- Provide friendly, courteous support to DOT employees and contractors, maintaining positive relationships with internal departments, organizations, employees, and customers.
- Assist with processing service requests as part of the Request Fulfillment process.
- Provide end-user IT service desk support through phone calls, emails, self-service requests, and walk-in requests.
- Answer questions about Windows and Office applications and escalate or route complex issues and requests.
- Maintain ownership of calls throughout the request lifecycle, including following up with end users and escalation teams.
- Research customer concerns and identify appropriate resolutions.
- Create and maintain case management records of daily problems, remedial actions, and installation activities.
- Perform other duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
