Frontline IT Help Desk Agent for DOT Support

SAIC; Yorktown (VA); On-site; USD 38,000 - 52,000; Full time

Job summary

SAIC is seeking a junior DOT help desk agent to provide frontline IT support for Windows and Office applications, handling phone and email inquiries with a focus on customer service.

The role emphasizes teamwork, adherence to SLAs, and professional communication with DOT employees and contractors in a fast-paced environment. A HDI certification target is included and U.S. citizenship or a green card is preferred.

Qualifications

• High School diploma or equivalent and 1–2 years IT help desk experience.
• Ability to obtain HDI Customer Service Representative Certification within 6 months.
• Strong communication and teamwork in a fast-paced environment.

Responsibilities

• Provide first-line IT help desk support by phone, email, and self-service.
• Offer basic technical assistance for Windows and Office applications.
• Escalate complex issues and route accordingly; maintain case records.
• Support DOT customers and contractors with courtesy and professionalism.
• Collaborate in a team to fulfill requests during EST business hours.

Skills

Customer service

Phone support

Email support

End-user support

Team player

Education

High School Diploma

Tools

Windows OS

Microsoft Office

Case management software

Job description

SAIC is seeking a junior DOT help desk agent to provide frontline IT support for Windows and Office applications, handling phone and email inquiries with a focus on customer service.

The role emphasizes teamwork, adherence to SLAs, and professional communication with DOT employees and contractors in a fast-paced environment. A HDI certification target is included and U.S. citizenship or a green card is preferred.