Service Desk Agent I
Posted on: January 27, 2023
SAIC has an opening for a Service Desk Agent I on the Virginia
Information Technology Agency (VITA) in either Clintwood, VA or
Cookeville, TN. Our Service Desk is the 24x7x365 single point of
contact for all Information Technology issues and requests from the
VITA employees and customers, and supports users at every skill
level and background via telephone, chat, email, and direct ticket
submission. Hybrid Role.
Responsibilities include, but are not limited to:
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
Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of
EDUCATION AND EXPERIENCE: AA Degree in related discipline and one
(1) year experience; Or, High School and up to two (2) years of
Minimum 6 months of experience with computer hardware/software
US Citizen who must be able to pass both an SAIC and Commonwealth
of Virginia background check.
Experience in a Support desk environment
Proven hardware/software troubleshooting experience
Proven experience providing effective and professional
Proven ability addressing technical issues via telephone, email,
Demonstrated commitment to providing excellent customer service
Experience with common software and operating systems
Knowledge of IT support Best Practices
Ability to work independently and within a team environment
Ability to follow procedures under stressful conditions
Availability to work flexible hours in a 24x7x365 environment
AA Degree in related discipline or High School (or equivalent) and
up to two (2) years of related experience
Account administration, password reset experience
Covid Policy: SAIC does not require COVID-19 vaccinations or
boosters. Customer site vaccination requirements must be followed
when work is performed at a customer site.REQNUMBER:
Keywords: SAIC, Trenton , Service Desk Agent I, Sales , Trenton, New Jersey
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