Customer Help Desk Agent
SAIC

Job Info

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Job ID: 219383

Location: AUGUSTA , GA , US

Date Posted: 2021-06-22

Category: Wage Determination (SCA)

Subcategory: Service Contract Act

Schedule: Full-time

Shift: Rotating

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: No

Description

SAIC is seeing to hire a Customer Help Desk Agent to support Federal Government clients. The selected candidate will be put through the clearance in order to a Public Trust and DOD Secret clearance; and an IT certification will be paid for after hire date based on the candidate’s performance.

Note: This role offers temporary work from home/ remote/ virtual work at home due to COVID-19.  Eventually the work will go back on site in Augusta, GA.

Note: This role requires that the person be flexible to work rotating-shifts in 24x7x365 call center environment. 

Rotating Shift

Rotating-shiftwork is required, with additional pay for 2nd and 3rd shift.  Weekends and Holiday possible based on client needs. MUST BE ABLE TO WORK an 8 HR shift within the 1^st/2^nd/3^rd shift options, and the shift options times vary

Job Duties:

• Responsible for providing the first-line of customer support for customers and/or employees.
• Diagnose, identify, isolate, and analyze problems utilizing historical database records.
• Escalates complex problems to higher tiers as required.
• Documents all customer interactions within a ticketing system.
• Route calls to product line specialists, application, or system support specialists.
• Maintain and updates records and tracking databases.
• Alert management to recurring problems and patterns of problems.
• Provide exceptional customer service.
• Provide customer support through various contact methods such as phone, chat, email.
• Respond to customer support requests in a fast, efficient and friendly manner.
• Accurately and thoroughly document customer requests.
• Resolve customer incidents and requests if able or assign to higher tiers as required.
• Act as a single point of contact for existing incident and requests.
• Provide customers with a reference number for their incident/request.
• Identify process and procedures which need to be corrected or added to.

Qualifications

Required Education and Experience

• High School and two (2) years of related/customer service experience/ IT experience OR Associate’s Degree in Computer Networking/Engineering or related field
• Able to pass an CompTIA A+ CE, Security+ CE, Network+ CE certification exam post hire date
• US Citizen with the ability to obtain an Interim Public Trust clearance.  Must be able to obtain a Full DOD Secret clearance post hire date.
• Able to work rotating shifts.
• 1 years of IT knowledge or experience
• 6-12 months providing exceptional customer service.
• Demonstrated commitment and ability to provide first-rate customer service.
• Excellent communication skills
• Outstanding Interpersonal skills, including the ability to collaborate effectively in a fast-paced Service Level Agreement driven environment

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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