Service Desk Agent

Job Summary

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:

• 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. Candidates in the Washington DC area.

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.