Service Desk Agent - SAIC

Job ID: 2509651 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: 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 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. Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. 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.