What are the responsibilities and job description for the Service Desk Agent position at SAIC?
Job Details
Job ID:
Location: WASHINGTON, DC, US
Date Posted: 2025-04-07
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Description
SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector. The Tier 1 agent is the first line of contact with the customer base.
This role may not be immediately available
As such the agent is responsible for:
Shifts are M-F 7am-7pm EST. Role can be worked anywhere within the US.
Responsibilities:
Qualifications
Required Skills and Experience:
Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Location: WASHINGTON, DC, US
Date Posted: 2025-04-07
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Description
SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector. The Tier 1 agent is the first line of contact with the 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 customer 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 Skills and Experience:
- Associates degree related to Computer and Information; or High School and two (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 an HDI Certification within 6 months of employment.
Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $40,000
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