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<p class="MsoNormal" style="font-style:normal; font-weight:400; margin:0px 0px 0in; text-decoration-color:initial; text-decoration-style:initial; text-decoration-thickness:initial"><span>SAIC has several openings for a <strong>Fully Remote</strong>, 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.</span><br><span> </span><br><span>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.</span></p>
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<p class="MsoNormal" style="font-style:normal; font-weight:400; margin:0px 0px 0in; text-decoration-color:initial; text-decoration-style:initial; text-decoration-thickness:initial"><span><strong>Qualifications - External</strong></span></p>
<p class="MsoNormal" style="font-style:normal; font-weight:400; margin:0px 0px 0in; text-decoration-color:initial; text-decoration-style:initial; text-decoration-thickness:initial"><span><strong>Service Desk Analyst Experience/Knowledge Required</strong></span></p>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Customer Service and Level 1 Technical Support</span></p>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Troubleshooting</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Problem Solving</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>PC Proficiency</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Identifying and resolving level 1 customer issues</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Documentation</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Soft Skills- Personable and Professional</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>MS Office</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Ticketing System</span></p>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Possesses the ability to work in a specified ticketing system including but not limited to:</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Documentation</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Ticket Routing</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Ticket Categorization</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Ticket Closure</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Knowledge Base</span></p>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Metrics & Time Management</span></p>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Metric Scorecard</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Attendance & Scorecards must be kept within parameters of Service Desk Manual</span></p></li>
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<p class="MsoNormal" style="margin:0px 0px 0in"><span>Ability to follow set schedule with little variance</span></p></li>
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<br><a href="http://www.saic.com/" target="_blank" rel="nofollow">SAIC®</a> 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.
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We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit <a href="http://www.saic.com/" target="_blank" rel="nofollow">saic.com</a>. For ongoing news, please visit our <a href="http://www.saic.com/who-we-are/newsroom/" target="_blank" style="margin-bottom:0px" rel="nofollow">newsroom</a>.
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