Service Desk Agent - SAIC

Location: REMOTE WORK, KY, US

Date Posted: 2025-09-10

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 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

• 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.

• 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.

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