Service Desk Agent

Saic; Washington (District of Columbia); On-site; USD 36,000 - 44,000; Full time

Job summary

SAIC is seeking outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT Tier 1 agent is the first line of contact with the DOT customer base.

The agent is responsible for creating interactions and incidents, providing basic technical and process assistance by phone and email, and maintaining a positive working relationship with internal departments and staff.

Qualifications

• High School diploma and 2 years of technical service experience supporting a service desk.
• Excellent communication skills; dependable, outgoing and positive with strong problem solving.
• Teamwork in a fast-paced support role.
• Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment.
• US 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.

Responsibilities

• Support IT service desk via phone, e-mails, self-service requests and walk-in requests.
• Provide detailed answers on Windows and Office applications; escalate complex issues.
• Maintain ownership of calls through the lifecycle and follow up with end-user and escalation team.
• Research customer concerns and find appropriate resolutions.
• Create and maintain case management records of daily problems and remedial actions.
• Other duties as assigned.

Skills

Communication skills

Problem solving

Teamwork

Education

High School Diploma

Job description

Description

Job Summary

SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT Tier 1 agent is the first line of contact with the DOT customer base.

As such the agent is responsible for:

• The creation of Interactions and Incidents.
• Provide basic technical and process assistance over the Phone and via Email.
• Provide friendly, courteous support of all DOT employees and contractors.
• Take part in the development and maintenance of a positive working relationship with all internal departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff.
• As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well.

Shifts are M-F 7am-7pm EST. Candidates in the Washington DC area.

Responsibilities:

• 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.

Qualifications

Required:

• High School and 2 years of sufficient 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.

Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.