Service Desk Agent

SAIC is looking for outstanding Call Center candidates to join our growing Defense & Civilian Sector in support of the US Department of Transportation. The DOT junior agent is the first line of contact with the DOT customer base.

This role may not be immediately available.

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.

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.

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.