Help Desk Agent I

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 <p class="MsoNormal" style="font-style:normal; font-weight:400; margin:0px 0px 0in; text-decoration-color:initial; text-decoration-style:initial; text-decoration-thickness:initial"><span>SAIC has several openings for a <strong>Fully Remote</strong>, Help Desk Agent I supporting The Virginia Information Technology Agency (VITA) Program. Our Help Desk is the 24x7x365 single point of contact for all Information Technology issues and requests from VITA employees and customers, and supports users at every skill level and background via telephone, chat, email, and direct ticket submission.</span><br><span> </span><br><span>Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.</span></p> <p class="MsoNormal" style="font-style:normal; font-weight:400; margin:0px 0px 0in; text-decoration-color:initial; text-decoration-style:initial; text-decoration-thickness:initial"><span> </span></p> <p class="MsoNormal" style="font-style:normal; font-weight:400; margin:0px 0px 0in; text-decoration-color:initial; text-decoration-style:initial; text-decoration-thickness:initial"><span><strong>Qualifications - External</strong></span></p> <p class="MsoNormal" style="font-style:normal; font-weight:400; margin:0px 0px 0in; text-decoration-color:initial; text-decoration-style:initial; text-decoration-thickness:initial"><span><strong>Service Desk Analyst Experience/Knowledge Required</strong></span></p> <ul style="font-style:normal; font-weight:400; margin:12px 0px; padding:0px 0px 0px 20px; text-decoration-color:initial; text-decoration-style:initial; text-decoration-thickness:initial"> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Customer Service and Level 1 Technical Support</span></p> <ul style="margin:0px; padding:0px 0px 0px 20px"> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Troubleshooting</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Problem Solving</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>PC Proficiency</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Identifying and resolving level 1 customer issues</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Documentation</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Soft Skills- Personable and Professional</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>MS Office</span></p></li> </ul></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Ticketing System</span></p> <ul style="margin:0px; padding:0px 0px 0px 20px"> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Possesses the ability to work in a specified ticketing system including but not limited to:</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Documentation</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Ticket Routing</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Ticket Categorization</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Ticket Closure</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Knowledge Base</span></p> <p class="MsoNormal" style="margin:0px 0px 0in"><span></span></p></li> </ul></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Metrics & Time Management</span></p> <ul style="margin:0px; padding:0px 0px 0px 20px"> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Metric Scorecard</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Attendance & Scorecards must be kept within parameters of Service Desk Manual</span></p></li> <li> <p class="MsoNormal" style="margin:0px 0px 0in"><span>Ability to follow set schedule with little variance</span></p></li> </ul></li> </ul> <br><a href="http://www.saic.com/" target="_blank" rel="nofollow">SAIC®</a> is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. <div> <br> We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit <a href="http://www.saic.com/" target="_blank" rel="nofollow">saic.com</a>. For ongoing news, please visit our <a href="http://www.saic.com/who-we-are/newsroom/" target="_blank" style="margin-bottom:0px" rel="nofollow">newsroom</a>. </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...