Help Desk Agent I
SAIC has several openings for a Fully Remote, Help Desk Agent I supporting The Virginia Information Technology Agency (VITA) Program. Our Help Desk is the 24x7x365 single point of contact for all Information Technology issues and requests from VITA employees and customers, and supports users at every skill level and background via telephone, chat, email, and direct ticket submission.
Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
Qualifications - External
Service Desk Analyst Experience/Knowledge Required
Customer Service and Level 1 Technical Support
Troubleshooting
Problem Solving
PC Proficiency
Identifying and resolving level 1 customer issues
Documentation
Soft Skills- Personable and Professional
MS Office
Ticketing System
Possesses the ability to work in a specified ticketing system including but not limited to:
Documentation
Ticket Routing
Ticket Categorization
Ticket Closure
Knowledge Base
Metrics & Time Management
Metric Scorecard
Attendance & Scorecards must be kept within parameters of Service Desk Manual
Ability to follow set schedule with little variance
SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
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