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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.

USStatele Unite ale AmericiiWAWashingtonRemoteNormă întreagăJuniorNu este necesară o diplomăLimbă Obligatorie: englezăAgentGeneral

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • Remote work arrangement.
  • Monday–Friday shifts scheduled between 7 a.m. and 7 p.m. EST.

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