Job Description
SAIC is hiring for a remote Help Desk Specialist.
Duties generally include but are not limited to the following:
- Answer and respond to customers’ requests via phone and email
- Identify, research, and resolve customer issues
- Provide accurate and timely ticket documentation
- Meet and exceed required metrics and Service Level Agreements (SLAs)
- Provide timely updates and follow up to customers
- Escalate to internal representatives or system support specialists when appropriate
- Identify and appropriately communicate recurring problems
- Evaluates and prioritizes customer problems and complaints
- Comply with documented regulations, processes, and procedures
- Other responsibilities as may be required by management
Qualifications
Required Skills and Qualifications:
- Bachelor’s Degree and/or 5 years relative work experience
- 1+ year experience in help desk/call center environment
- Excellent oral and written communication skills
- Strong problem-solving skills
- Team player with a strong commitment to customer satisfaction
- Must be a US Citizen and able to obtain a Public Trust
Preferred Skills and Qualifications:
- HDI Customer Service Representative certification
- Experience with ServiceNow
- Knowledge with government clients/environments
About Us
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.
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 saic.com. For ongoing news, please visit our newsroom.