Service Desk Agent

SAIC•Somerset, KY

About The Position

SAIC is seeking a Service Desk Agent to provide first-line support to customers of the U.S. Department of Transportation. The agent provides basic technical and process assistance by phone and email, supports DOT employees and contractors, and contributes to positive working relationships with internal departments and staff. The role also supports the Request Fulfillment process by helping process service requests. The agent supports the IT service desk through phone calls, email, self-service requests, and walk-in requests. They provide detailed answers on Windows and Office applications, route or escalate complex issues, and retain ownership of calls throughout the request lifecycle, including follow-up with end users and escalation teams. The agent researches customer concerns, identifies appropriate resolutions, and maintains case-management records of problems and remedial actions or installation activities. The position may not be immediately available. Shifts are scheduled Monday through Friday between 7 a.m. and 7 p.m. Eastern Time.

Requirements

High school education.
1–2 years of sufficient 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 in a team environment in a fast-paced support role.
Willingness and 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 courteous support to DOT employees and contractors and maintain positive working relationships with internal departments, organizations, employees, and customers.
Assist with processing service requests as part of the Request Fulfillment process.
Provide end-user support through 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 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 taken, and installation activities.
Perform other duties as assigned.