Help Desk Specialist - IT Support (Tier 1)

SAIC; Yorktown (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

SAIC is seeking a DOT-support focused Call Center junior agent to be the first line of contact for DOT users. This role involves basic technical assistance via phone and email, and requires strong customer service within a fast-paced environment.

Shifts are M-F, 7am-7pm EST, and candidates should have a High School diploma with 1-2 years of IT help desk experience. Willingness to obtain the HDI certification within 6 months is required.

Qualifications

• High School diploma and 1-2 years IT help desk experience.
• Willingness to obtain HDI Customer Service Certification within 6 months of employment.

Responsibilities

• Provide basic technical and process assistance over the phone and via email.
• Provide friendly, courteous support to DOT employees and contractors.
• Assist with the Request Fulfillment process as a Tier 1 Agent.
• Provide end-user support via phone, emails, self-service requests and walk-in.
• Escalate and route complex issues and requests as needed.
• Research customer concerns and find appropriate resolutions.
• Create and maintain case management records of daily problems and remedial actions.

Skills

Customer service

Windows OS

Office applications

Team collaboration

Education

High School Diploma

HDI Customer Service Certification (in progress)

Job description

SAIC is seeking a DOT-support focused Call Center junior agent to be the first line of contact for DOT users. This role involves basic technical assistance via phone and email, and requires strong customer service within a fast-paced environment.

Shifts are M-F, 7am-7pm EST, and candidates should have a High School diploma with 1-2 years of IT help desk experience. Willingness to obtain the HDI certification within 6 months is required.