Service Desk Agent

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 looking for outstanding Call Center candidates to join our growing Defense & Civilian Sector in support of the US Department of Transportation. The DOT junior agent is the first line of contact with the DOT customer base. This role may not be immediately available.

Provide basic technical and process assistance over the Phone and via Email.

Provide friendly, courteous support of all DOT employees and contractors.

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.

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.

Researches customer concerns and find appropriate resolutions.

Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.

High School and 1-2 years of sufficient IT help desk / technical service experience supporting a service desk with relevant certification.

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.

S. citizen or green card holder who has resided in the U.SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

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