Service Desk Agent
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Job Description
Remote Service Desk Agent providing Tier 1 technical support for the U.S. Department of Transportation. Resolving Windows and Office issues through phone, email, and service requests for SAIC.
Responsibilities:
- Create Interactions and Incidents.
- Provide basic technical and process assistance by phone and email.
- Provide friendly, courteous support to DOT employees and contractors.
- Develop and maintain positive working relationships with internal departments, organizations, employees, and staff.
- Assist with processing Service Requests as part of the Request Fulfillment process.
- Support the IT service desk through phone calls, emails, self-service requests, and walk-in requests.
- Provide detailed answers on Windows and Office applications and escalate and route complex issues and requests.
- Maintain ownership of calls throughout the user's request lifecycle, including follow-up with end users and escalation teams.
- Research customer concerns and find appropriate resolutions.
- Create and maintain case management records of daily problems, remedial actions, and installation activities.
- Perform other duties as assigned.
Requirements:
- 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.
- Must provide support during M-F 7am-7pm EST shifts.
Benefits:
- Remote work arrangement
- Monday–Friday shifts between 7am and 7pm EST
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