Tier-1 DOT IT Help Desk Specialist

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

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.