What are the responsibilities and job description for the Service Desk Agent position at SAIC?
Job ID: 2510783
Location: WASHINGTON, DC, US
Date Posted: 2025-10-30
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:
Required:
Location: WASHINGTON, DC, US
Date Posted: 2025-10-30
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:
- 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.
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.
Required:
- 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.
- Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.
Salary : $40,000
