Service Desk Agent

Job ID: 2615091 Location: Washington, DC, US Date Posted: 2026-07-29 Category: Information Technology Subcategory: Technical Support Schedule: Full-Time Shift: Day Job Travel: No Minimum Clearance Required: None Clearance Level Must Be Able to Obtain: Public Trust Potential for Remote Work: ORA_ON_SITE Description Job Summary SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is responsible for: The creation of Interactions and Incidents. Provide basic technical and process assistance over the Phone and via Email. Provide friendly, courteous support of all DOT employees and contractors. Take part in the development and maintenance of a positive working relationship with all internal departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff. As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well. Shifts are M-F 7am-7pm EST. Candidates in the Washington DC area. Responsibilities: Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request. Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests. Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. Researches customer concerns and find appropriate resolutions. Creates and maintains case management records of daily problems and remedial actions taken, or installation activities. Other duties as assigned. Qualifications Required: High School and 2 years of sufficient 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. Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see .bfb3568a-762b-4989-884b-a9682aa104ca