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Customer Help Desk Agent

Job ID: 214839
Location: AUGUSTA, GA, United States
Date Posted: Apr 8, 2021
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
Benefits: Click here

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Job Description

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 1st/2nd/3rd 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.
Required Education and Experience
  • High School and two (2) years of related/customer service experience OR Associate’s Degree in Computer Networking/Engineering or related field
  • Able to pass an CompTIA A+, Security+, Network+ 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

Qualifications

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 1st/2nd/3rd 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.

Required Education and Experience

  • High School and two (2) years of related/customer service experience OR Associate’s Degree in Computer Networking/Engineering or related field
  • Able to pass an CompTIA A+, Security+, Network+ 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



Overview

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. 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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