Help Desk Specialist

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.