Remote IT Help Desk Agent – Tier 1 DOT Support

SAIC; Washington (District of Columbia); Remote; USD 36.000 - 44.000; Vollzeit

Zusammenfassung

SAIC in Washington, DC is seeking an entry-level IT help desk specialist to join the Defense & Civilian Sector, supporting the US Department of Transportation. The role handles initial contact, creates interactions and incidents, and provides basic technical assistance by phone and email.

Shifts are day time, Monday through Friday, with remote work possible. Candidates should have a High School diploma and 1-2 years in a service desk, strong communication, and be able to obtain the HDI CSR

Qualifikationen

• High School and 1-2 years of sufficient IT help desk / technical service experience supporting a service desk with relevant certification.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
• Must be willing to work effectively within a team environment in a fast-paced support role.
• Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment.
• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.

Aufgaben

• Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.
• Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.
• Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.
• Researches customer concerns and find appropriate resolutions.
• Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.
• Other duties as assigned.

Kenntnisse

End-user support

Communication skills

Team player

Problem solving

Windows OS

Ausbildung

High School Diploma

Tools

HDI CSR Certification (target)

Jobbeschreibung

SAIC in Washington, DC is seeking an entry-level IT help desk specialist to join the Defense & Civilian Sector, supporting the US Department of Transportation. The role handles initial contact, creates interactions and incidents, and provides basic technical assistance by phone and email.

Shifts are day time, Monday through Friday, with remote work possible. Candidates should have a High School diploma and 1-2 years in a service desk, strong communication, and be able to obtain the HDI CSR