Service Desk Agent

SAIC•Flexwork, VA

About The Position

SAIC is seeking a Service Desk Agent to support the U.S. Department of Transportation. The agent is the first point of contact for DOT customers and provides basic technical and process assistance by phone and email, along with courteous support to DOT employees and contractors. The role supports the IT service desk and Request Fulfillment process, including service-request processing, issue escalation, and maintaining ownership of user requests through resolution. This role may not be immediately available. The stated shifts are Monday through Friday between 7 a.m. and 7 p.m. EST.

Requirements

High school education.
One to two 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 disposition.
Ability to work effectively in a team environment 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, courteous support to DOT employees and contractors.
Develop and maintain positive working relationships with internal departments, organizations, and employees.
Assist with processing service requests as part of the Request Fulfillment process.
Provide end-user support via phone calls, emails, self-service requests, and walk-in requests.
Answer detailed 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 find appropriate resolutions.
Create and maintain case-management records of daily problems, remedial actions, and installation activities.
Perform other duties as assigned.