IT Service Desk Agent (Tier 1) – Windows & Office Support

SAIC; Virginia; In loco; USD 42.000 - 54.000; Tempo pieno

Descrizione del lavoro

SAIC seeks an entry-level Call Center Agent to support the US Department of Transportation as part of our Defense & Civilian Sector. You will handle basic technical and process questions from DOT employees and contractors via phone and email, delivering courteous, high-quality service.

As a Tier 1 Agent, you will assist with service requests, document case records, and escalate complex issues. The role requires teamwork, US residency, and the ability to obtain the HDI certification within 6

Competenze

• High School diploma and 1–2 years IT help desk experience.
• Willing to obtain HDI Customer Service Certification within 6 months.
• U.S. citizen or green card holder residing in the U.S.
• Ability to work effectively in a fast-paced, team-based support role.

Mansioni

• Provide basic technical and process assistance over the phone and via Email.
• Support IT service desk by providing end-user support via phone, e-mails, self-service requests and walk-ins.
• Provide detailed answers on Windows & Office applications and escalate complex issues.
• Create and maintain case management records of daily problems and remedial actions.
• Assist with processing of Service Requests as a Tier 1 Agent.

Conoscenze

Windows OS

Microsoft Office

Customer service

Formazione

High School Diploma

HDI Customer Service Certification (eligible)

Descrizione del lavoro

SAIC seeks an entry-level Call Center Agent to support the US Department of Transportation as part of our Defense & Civilian Sector. You will handle basic technical and process questions from DOT employees and contractors via phone and email, delivering courteous, high-quality service.

As a Tier 1 Agent, you will assist with service requests, document case records, and escalate complex issues. The role requires teamwork, US residency, and the ability to obtain the HDI certification within 6