Help Desk Agent I

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, and supports 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.

Service Desk Analyst Experience/Knowledge Required

• Customer Service and Level 1 Technical Support
  • Troubleshooting
  • Problem Solving
  • PC Proficiency
  • Identifying and resolving level 1 customer issues
  • Documentation
  • Soft Skills- Personable and Professional
  • MS Office
• Ticketing System
  • Possesses the ability to work in a specified ticketing system including but not limited to:
  • Documentation
  • Ticket Routing
  • Ticket Categorization
  • Ticket Closure
  • Knowledge Base
• Metrics & Time Management
  • Metric Scorecard
  • Attendance & Scorecards must be kept within parameters of Service Desk Manual
  • Ability to follow set schedule with little variance

Qualifications

Required:

• US Citizen who must be able to pass both an SAIC and Commonwealth of Virginia background check.

Desired:

• AA Degree in related discipline or High School or equivalent and up to two (2) years of related experience.
• 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 person-to-person.
• Demonstrated customer awareness, strong written and verbal communication skills.
• Provide excellent customer service.
• Proven ability to think and troubleshoot logically, and act decisively in critical situations.
• Experience with Microsoft Office Products, Internet Explorer, and Windows.
• Preferred Technical certifications such as Security+, Net+, MCP, MCSE, CCNA, ITIL, CHDP, CompTIA A+, CompTIA Net+, and CompTIA Security+
• 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.
• Account administration, password reset experience.

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.