Help Desk Agent I

About the role

SAIC has opportunities 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, supporting 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.

Responsibilities

• Provide customer service and Level 1 technical support
• Troubleshoot and resolve level 1 customer issues
• Document issues and resolutions in ticketing system
• Maintain and update records and tracking databases
• Route tickets to appropriate specialists as needed
• Follow ticketing system procedures including documentation, routing, categorization, and closure
• Manage metrics and time effectively to meet scorecard requirements
• Adhere to attendance and schedule requirements with minimal variance
• Alert management to recurring or patterned problems

Requirements

• US Citizen who must be able to pass both an SAIC and Commonwealth of Virginia background check
• Minimum 6 months of experience with computer hardware/software support
• Experience in desktop support, IT concepts, and help desk software
• Hardware/software troubleshooting experience
• Proven experience providing effective and professional communication addressing moderately complex technical issues via telephone, email, and in-person
• Demonstrated customer awareness and strong written and verbal communication skills
• Proven ability to think and troubleshoot logically, and act decisively in critical situations
• Experience with Microsoft Office Products, Internet Explorer, and Windows
• Ability to work in a specified ticketing system

Qualifications

• Desired: AA Degree in related discipline or High School or equivalent and up to two (2) years of related experience
• Account administration and password reset experience
• Experience with Windows 7, Windows 10, IE 8 and IE 11, Terminal Services, VPN software, Microsoft and other commonly used commercial products (including Office 2010 Suite), strong Microsoft Outlook skills, remote access, Android and iOS support
• Preferred technical certifications such as Security+, Net+, MCP, MCSE, CCNA, ITIL, CHDP, CompTIA A+, CompTIA Net+, and CompTIA Security+

Pay

Target salary range up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Schedule

Full-Time, Day shift. The Help Desk operates 24x7x365, and ability to follow a set schedule with little variance is required.