Service Desk Agent

SAIC

. Create Interactions and Incidents.

Posted 9/29/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities, particularly in IT help desk environments, with a focus on customer service, problem-solving, and effective communication. Proficient in managing service requests and maintaining positive relationships with users and internal teams.

Highest-signal resume keywords

IT Help Desk ExperienceCustomer Service SkillsProblem Solving SkillsHDI Customer Service Representative CertificationWindows and Office Applications Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Help Desk SupportService Request ProcessingCase ManagementTechnical AssistanceIncident Management

Soft Skills

Excellent CommunicationDependabilityTeam CollaborationPositive AttitudeOutgoing Personality

Certifications & Qualifications

HDI Customer Service Representative Certification

Industry Keywords

Request Fulfillment ProcessCustomer Concerns ResolutionPublic Trust EligibilityU.S. Citizenship or Green Card HolderFast-Paced Support Role

About the role

Key responsibilities & impact

Create Interactions and Incidents.
Provide basic technical and process assistance by phone and email.
Provide friendly, courteous support to DOT employees and contractors.
Develop and maintain positive working relationships with internal departments, organizations, employees, and staff.
Assist with processing Service Requests as part of the Request Fulfillment process.
Support the IT service desk through phone calls, emails, self-service requests, and walk-in requests.
Provide detailed answers on Windows and Office applications and escalate and route complex issues and requests.
Maintain ownership of calls throughout the user's request lifecycle, including follow-up with end users and escalation teams.
Research customer concerns and find appropriate resolutions.
Create and maintain case management records of daily problems, remedial actions, and installation activities.
Perform other duties as assigned.

Requirements

What you’ll need

High School and 1-2 years of sufficient IT help desk / technical service experience supporting a service desk with relevant certification.
Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
Must be willing to work effectively within a team environment in a fast-paced support role.
Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment.
Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.
Must provide support during M-F 7am-7pm EST shifts.

Benefits

Comp & perks

Remote work arrangement
Monday–Friday shifts between 7am and 7pm EST