Help Desk Agent I

Summary

SAIC is a technology company seeking Help Desk Agent I to support the Virginia Information Technology Agency (VITA) Program. The role involves providing technical support and resolving IT issues for users through various communication channels, while maintaining records and alerting management to recurring problems.

Responsibilities

• 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

Skills

• US Citizen who must be able to pass both an SAIC and Commonwealth of Virginia background check
• 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
• Possesses the ability to work in a specified ticketing system including but not limited to
• Documentation
• Ticket Routing
• Ticket Categorization
• Ticket Closure
• Knowledge Base
• Metric Scorecard
• Attendance & Scorecards must be kept within parameters of Service Desk Manual
• Ability to follow set schedule with little variance
• 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

Qualifications

Must Haves

• US Citizen who must be able to pass both an SAIC and Commonwealth of Virginia background check
• 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
• Possesses the ability to work in a specified ticketing system including but not limited to
• Documentation
• Ticket Routing
• Ticket Categorization
• Ticket Closure
• Knowledge Base
• Metric Scorecard
• Attendance & Scorecards must be kept within parameters of Service Desk Manual
• Ability to follow set schedule with little variance

Nice to Haves

• 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