Service Desk Agent

SAIC

69d • $40,000 • Remote

About The Position

SAIC is looking for a Service Desk Agent for a outstanding opportunity to join our team supporting the USMS. The Tier 1 agent is the first line of contact with the USMS customer base. This position is fully remote and offers a pay rate of $16/hr.

Requirements

• Associates degree in IT or related field is preferred, or High School and up to two (2) years of sufficient technical service experience supporting an IT service desk.
• Must be US Citizen and possess ability to obtain Federal Government Public Trust Clearance prior to starting assignment.
• Ability to obtain an HDI Certification within 6 months of employment.
• Ability to comply with and promote corporate IT policies.
• Candidates should possess excellent written and oral communication skills (accuracy and attention to detail required).
• Ability to utilize TEAMS, Email, ticketing system to communicate with the customer and support staff.
• Self-motivated and ability to work effectively within a fast-paced support team environment.
• Ability to troubleshoot Windows 10 and 11 operating systems along with standard issued applications.
• Knowledge of using and troubleshooting MS Office 365 and other Microsoft Office products essential.
• Experienced in troubleshooting network connectivity issues (including locating IP address) and VPN software to support remote users.

Nice To Haves

• One or more entry level relevant IT certifications preferred.

Responsibilities

• Provides detailed solutions to end-users, using knowledge base articles/artifacts, on Windows, Office 365, and various customer operational/administrative applications.
• Provides escalation and routing for complex issues and requests to Subject Matter Experts within the organization.
• Documents all calls, customer communications, and troubleshooting steps performed in a detailed professional way using proper grammar.
• Maintains ownership of pending tickets to include following up with end-user and escalating if necessary.
• Research customer concerns and find appropriate resolutions using robust Knowledge Bases.
• Follow all IT and security policies that are set by SAIC and USMS.
• Support fellow team members through our group communications.
• Must maintain computer equipment assigned and ensure all software and operating systems are updated when they are available.
• Complete trainings as they are assigned for both SAIC and USMS.
• 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