Service Desk Agent
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Job Description
Service Desk Agent providing Tier 1 technical support for U.S. Department of Transportation employees. Handling Windows, Office, phone, email, incident, and service request support for SAIC.
Responsibilities:
- Create Interactions and Incidents
- Provide basic technical and process assistance over the phone and via email
- Provide friendly, courteous support to DOT employees and contractors
- Develop and maintain positive working relationships with internal departments, organizations, employees, customers, 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
- Escalate and route complex issues and requests
- Maintain ownership of calls throughout the lifecycle of user requests, 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
Benefits:
- Shifts are M-F 7am-7pm EST
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