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Remote Service Desk Agent at SAIC
SAIC is hiring a remote Service Desk Agent to provide Tier 1 technical support for U.S. Department of Transportation employees and contractors. The role handles Windows and Microsoft Office issues through phone, email, self-service, and service requests.
विवरण
- Create and document interactions and incidents.
- Deliver basic technical and process support by phone and email.
- Provide courteous assistance to Department of Transportation employees and contractors.
- Build and sustain effective working relationships with internal departments, organizations, employees, and staff.
- Help process service requests within the request fulfillment workflow.
- Support the IT service desk through calls, email, self-service submissions, and walk-in requests.
- Answer detailed questions about Windows and Microsoft Office applications, escalating and routing complex issues and requests.
- Retain ownership of each call throughout the user request lifecycle, including follow-up with users and escalation teams.
- Investigate customer concerns and identify suitable resolutions.
- Maintain case records covering daily issues, corrective actions, and installation activities.
- Complete additional assigned duties.
आवश्यकताएँ
- High school education and 1–2 years of relevant IT help desk or technical service experience supporting a service desk, along with a relevant certification.
- Strong communication and problem-solving skills, with a dependable, outgoing, and positive approach.
- Willingness to work effectively as part of a team in a fast-paced support environment.
- Ability to obtain the HDI Customer Service Representative certification within six months of employment.
- Must be a U.S. citizen or green card holder who has lived in the United States for at least three years and can obtain a public trust.
- Availability to provide support on Monday through Friday during shifts scheduled between 7 a.m. and 7 p.m. EST.
लाभ
- Remote work arrangement.
- Monday–Friday shifts scheduled between 7 a.m. and 7 p.m. EST.
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