Service Desk Agent

**SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT agent is the first line of contact with the DOT customer base.**

**As such the agent is responsible for:**

+ The creation of Interactions and Incidents.

+ Provide basic technical and process assistance over the Phone and via Email.

+ Provide friendly, courteous support of all customer employees and contractors.

+ Take part in the development and maintenance of a positive working relationship with all internal departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff.

+ As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well.

**Shifts are M-F 7am-7pm EST. Role can be worked anywhere within the US.**

**Responsibilities:**

+ Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.

+ Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.

+ Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.

+ Researches customer concerns and find appropriate resolutions.

+ Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.

+ Other duties as assigned.

**Qualifications**

**Required Skills and Experience:**

+ Associates degree related to Computer and Information; or High School and two (2) years of sufficient technical service experience supporting a service desk with relevant certification.

+ Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.

+ Must be willing to work effectively within a team environment in a fast-paced support role.

+ Ability to obtain an HDI Certification within 6 months of employment.

+ Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.

Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

REQNUMBER: 2508037

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability