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Technical Help Desk Agent

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Job ID: 2301882
Location: AUSTIN, TX, United States
Date Posted: Feb 27, 2023
Category: Information Technology
Subcategory: Platform Engr
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: Hybrid Remote
Benefits: Click here

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Job Description


SAIC is searching for a Technical Help Desk Agent who has in interest in Audio/Video technologies to join their talented team. This role will be working to support the Office of Veterans Affairs in Austin, Texas. 

The key responsibilities for this position include:

  • Experience with Audio Visual equipment is a must
  • Installation of the electronic, hardware, and wiring components of audio-visual systems
  • Provide excellent customer service experience
  • Ability to work in a team environment
  • Provide technical assistance with computer software
  • Perform both Hardware and software installation, configurations, and updates
  • Knowledge of Windows 10 and MS Office Suite 365 including Microsoft Teams
  • Provide routine IT customer support in maintaining computing systems, printers, and other peripherals
  • Ability to multi-task
  • Analyze and report on daily ticket resolution to a 95% weekly ticket closure rate
  • Troubleshooting of basic IT services as needed and assisting customers with reported issues
  • Daily use of ticketing system
  • Deals with a wide range of hardware and network technology issues in a high-volume, fast paced environment
  • Responsible for all assigned trouble tickets from creation to resolution


Required Skills

  • Experience providing IT support to end-user communities in a hybrid on site & remote work environment
  • Experience working with help or service desk trouble ticket reporting systems preferred
  • Excellent customer service and communications skills required
  • Experience with Windows 10 and MS Office Suite including Microsoft Teams
  • Customer Service Skills
  • Ability to take initiative
  • Excellent attention to detail
  • Ability to learn quickly
  • Demonstrable troubleshooting and problem resolution skills for hardware and software
  • Creating and updating processes and procedures


  • Bachelor's Degree and zero (0) years' experience. 

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.


SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit For ongoing news, please visit our newsroom.

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