Customer Help Desk Agent - Military veterans preferred



  full-time   employee

United States


SAIC is seeking to hire a Customer Help Desk Agent to support Federal Government clients in Augusta, Georgia. The selected candidate will be put through the process to obtain a Public Trust Security clearance prior to starting employment. The selected candidate will also have the opportunity to obtain an IT certification after hire date based on the candidates performance (at no cost to the hired individual).

About this position:

  • This role offers temporary work from home/virtual work due to COVID-19 however, eventually will be required to work on site in Augusta, GA.
  • This position requires the person to be flexible to work rotating 8 hour shifts with 1st / 2nd / and 3rd shift options; shift option times vary.
  • Weekends and Holiday possible based on client needs.

Job Responsibilities:

  • Responsible for providing the first-line of customer support for customers and/or employees.
  • Diagnose, identify, isolate, and analyze problems utilizing historical database records.
  • Escalate complex problems to higher tiers as required.
  • Document all customer interactions within a ticketing system.
  • Route calls to product line specialists, application, or system support specialists.
  • Maintain and update records, and tracking databases.
  • Alert management on 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 if 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.


Required Education and Experience

  • High School Diploma and two (2) years of related experience preferrably in customer service, and/or the IT field; or Associates Degree in Computer Networking/Engineering or related field with zero (0) years of experience.
  • Must be a US Citizen with the ability to obtain an Interim Public Trust clearance. 
  • Able to pass an CompTIA A+ CE, Security+ CE, Network+ CE certification exam post hire date.
  • Able to work rotating shifts.
  • 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.

COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.