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Service Desk Agent I

Company: SAIC
Location: Trenton
Posted on: January 27, 2023

Job Description:

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 support specialists.

Maintains and updates records and tracking databases.

Alerts management to recurring problems and patterns of problems.

EDUCATION AND EXPERIENCE: AA Degree in related discipline and one (1) year experience; Or, High School and up to two (2) years of related experience.
Minimum 6 months of experience with computer hardware/software support.

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 communication

Proven ability addressing technical issues via telephone, email, and chat

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

Preferred Education/Experience:
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: 2300654-US-United_States

Keywords: SAIC, Trenton , Service Desk Agent I, Sales , Trenton, New Jersey

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