• Service Desk Agent

    SAIC (AZ)


    Description

    SAIC is looking for 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.

    As such the agent is responsible for:

    + The creation of Interactions and Incidents.

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

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

    + Take part in the development and maintenance of a positive working relationship with all internal 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. Role can be worked anywhere within the US.

    Responsibilities:

    + 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.

    + Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.

    + Researches customer concerns and find appropriate resolutions.

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

    + Other duties as assigned.

    Qualifications

    REQUIRED:

    + High School and 1-2 years of sufficient 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.

     

    Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

    REQNUMBER: 2510783

    SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability