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Role overview

SAIC is looking to add a remote Help Desk Specialist to support customer service and technical support activities from Washington, DC. This is a full-time day shift role with no travel requirement. The position may require the ability to obtain a Public Trust clearance, while no current clearance is required at the outset.

What you will do

Handle customer requests received by phone and email in a prompt and professional manner.
Investigate, troubleshoot, and resolve issues raised by users.
Record tickets clearly and accurately so cases are tracked properly.
Work toward performance targets and service level commitments.
Keep customers informed with timely status updates and follow-ups.
Route issues to the right internal contact or technical support resource when needed.
Spot patterns in repeated issues and communicate them appropriately.
Assess incoming complaints and requests, then prioritize them based on urgency and impact.
Follow established policies, procedures, and regulatory requirements.
Take on additional duties assigned by management.

Qualifications

Candidates should bring either a bachelor’s degree or around 5 years of relevant work experience. At least 1 year of experience in a help desk or call center setting is required. Strong verbal and written communication skills are essential, along with solid troubleshooting ability and a collaborative, customer-focused attitude. Applicants must be US citizens and able to obtain a Public Trust clearance.

Preferred background

Experience with ServiceNow, an HDI Customer Service Representative certification, and familiarity with government customers or environments would be an advantage.

Work details

This is a full-time role scheduled during the day. Remote work is available. Travel is not expected.

Compensation

The estimated annual pay range for this role is $40,001 to $80,000, depending on experience and other relevant factors.

Help Desk Specialist