Service Desk Agent

WASHINGTON, DC, US • Posted 1 day ago • Updated 6 hours ago

Full Time

On-site

USD 40,000.00 per year

SAIC

Fitment

Dice Job Match Score™

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Job Details

Skills

Security Clearance
Call Center
Tier 1
Preventive Maintenance
Performance Management
Project Management
Microsoft Windows
Routing
Management
Technical Support
Service Desk
Communication
Dependability
Problem Solving
Conflict Resolution
Customer Service
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2601897

Location: WASHINGTON, DC, US

Date Posted: 2026-02-27

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: No

Description

SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT junior agent is the first line of contact with the DOT customer base.

This role is fully ONSITE in Washington, DC.

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. Role can be worked anywhere within the US.

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

Requirements:

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.

Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10111346
Position Id: 2601897
Posted 1 day ago

Company Info

About SAIC

SAIC® is a premier Fortune 500 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, civilian and intelligence markets include 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 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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