Service Desk Agent

🔥 0 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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SAIC

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

☁️ SaaS

📣 Marketing

🏢 Enterprise

🔥 Funding within the last year

💰 $500M Post-IPO Debt - SAIC on 2025-09

SaaS • Marketing • Enterprise

SAIC is represented in the supplied content by marketing and product copy that matches Bitly — a cloud-based link management and QR-code platform. The material describes a SaaS offering for URL shortening, dynamic QR Codes, link analytics, mobile-friendly landing pages, branded links, UTM campaign tracking, digital business cards, developer APIs and AI-enhanced features. It targets marketers, developers, and enterprises across industries (retail, CPG, hospitality, media, healthcare, finance, education) and emphasizes integrations, analytics, and enterprise-grade capabilities. Note: the provided text appears to be Bitly’s website content rather than information about SAIC; if you intended the defense/technology firm SAIC (Science Applications International Corporation), please provide relevant content.

📋 Description

• Receive incoming and make outgoing phone calls to FAA employee and non-employee users globally • Communicate with end-users via telephone, email, and chat • Resolve account, operating system, application, software, mobile device, desktop, and network issues • Troubleshoot and resolve technical issues using industry best practices and FAA direction • Document troubleshooting steps and resolutions • Collect and document information for escalation to Level 2 technical teams • Support PC off-the-shelf products and enterprise-wide customer applications • Suggest knowledge-base updates and create issue-resolution documentation • Help develop processes and documentation for technical support personnel • Use ITSM and ServiceNow ticket processes to document actions taken

🎯 Requirements

• High School degree and sufficient technical expertise or certification; or Associates degree related to Computer and Information Technology • Excellent communication skills • Dependable, outgoing, and positive • Excellent problem-solving skills • Ability to work effectively within a team environment in a fast-paced support role • Technical proficiency supporting MS Office 2016+, Windows 7-10, Active Directory, networks, and other COTS products • US Citizenship • Ability to obtain a Public Trust clearance