Tier 1 Service Desk Agent – Windows/Office Support

SAIC; Virginia; On-site; USD 38,000 - 60,000; Full time

Job summary

SAIC is seeking a DOT junior agent to join our Defense & Civilian Sector. You will be the first line of contact, providing basic technical support and process assistance to DOT employees and contractors.

Shifts are Mon-Fri 7am-7pm EST. You will work within a fast-paced IT service desk, handling requests via phone, email, and self-service while ensuring high-quality customer service and proper case management.

Qualifications

• High School diploma required; 1–2 years IT help desk/technical service experience preferred.
• Willingness to obtain HDI Customer Service Certification within 6 months.
• U.S. citizenship or permanent resident (green card) required.

Responsibilities

• Provide basic technical and process assistance over the phone and via email.
• Offer friendly, courteous support to DOT employees and contractors.
• Assist with processing Service Requests as part of Request Fulfillment (Tier 1).
• Provide end-user support via phone, email, self-service and walk-in requests.
• Give detailed answers on Windows and Office applications and route/escalate complex issues.

Skills

Windows & Office knowledge

Customer service

Phone support

Teamwork

Education

High School Diploma

HDI Customer Service Certification

Tools

Windows OS

Office Suite

Job description

SAIC is seeking a DOT junior agent to join our Defense & Civilian Sector. You will be the first line of contact, providing basic technical support and process assistance to DOT employees and contractors.

Shifts are Mon-Fri 7am-7pm EST. You will work within a fast-paced IT service desk, handling requests via phone, email, and self-service while ensuring high-quality customer service and proper case management.