Service Desk Agent

🔥 0 minutes ago

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

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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

• Create Interactions and Incidents. • Provide basic technical and process assistance by phone and email. • Provide courteous support to DOT employees and contractors. • Develop and maintain positive working relationships with internal departments, organizations, employees, and customers. • Assist with processing Service Requests as part of the Request Fulfillment process. • Support the IT service desk through phone calls, emails, self-service requests, and walk-in requests. • Provide detailed answers on Windows and Office applications and escalate and route complex issues and requests. • Maintain ownership of calls throughout the user request lifecycle, including follow-up with end users and escalation teams. • Research customer concerns and identify appropriate resolutions. • Create and maintain case management records of daily problems, remedial actions, and installation activities. • Perform other duties as assigned.

🎯 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. • Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust. • Shifts are M-F 7am-7pm EST.