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Service Desk Agent Level 1 - Entitlement Manager

Job ID: 2014380
Location: AUGUSTA, GA, United States
Date Posted: Sep 3, 2020
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No

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Job Description


SAIC is currently seeking a Service Desk Agent Level 1 to begin and exciting and challenging career.

Responsible for providing the first-line of customer support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to higher tiers as required. Typically provides customer support for internal and external customers. Escalates complex problems to higher level of expertise within organization. Documents all customer interactions within a ticketing system. This is a pathway position for aspiring IT professionals. Career progression may include government security clearances and industry certifications. 
We support Military Spouses under the Military Spouse Employment programs
Full Time and Part Time positions are available
Key Responsibilities:
·    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 the Knowledge base
·    Understand and uphold internal and external policies and procedures
·    Manage time and workload to meet predetermined service levels



• AA Degree in related discipline or High School Degree and 2 years related experience 

• Interim Secret Security Clearance able to obtain and hold a Secret Security Clearance

• 6-12 months providing exceptional customer service - highly desirable

• Friendly, outgoing with good telephone etiquette

• Familiarity with US Military culture a plus

• 6 months previous experience in Information Technology or the desire to learn

• Able to accurately and thoroughly document customer interactions with proper grammar, spelling and punctuation


SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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