Help Desk Agent I

Job ID 2611794Location Remote Work, VA, USDate Posted 2026-05-15Category Information TechnologySubcategory Technical SupportSchedule Full-TimeShift Day JobTravel NoMinimum Clearance Required NoneClearance Level Must Be Able to Obtain NonePotential for Remote Work ORA_REMOTEDescriptionSAIC has several openings for a Fully Remote, 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.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.Qualifications - ExternalService Desk Analyst Experience/Knowledge RequiredCustomer Service and Level 1 Technical SupportTroubleshootingProblem SolvingPC ProficiencyIdentifying and resolving level 1 customer issuesDocumentationSoft Skills- Personable and ProfessionalMS OfficeTicketing SystemPossesses the ability to work in a specified ticketing system including but not limited toDocumentationTicket RoutingTicket CategorizationTicket ClosureKnowledge BaseMetrics & Time ManagementMetric ScorecardAttendance & Scorecards must be kept within parameters of Service Desk ManualAbility to follow set schedule with little varianceQualificationsRequiredUS Citizen who must be able to pass both an SAIC and Commonwealth of Virginia background check.Desired AA Degree in related discipline or High School or equivalent and up to two (2) years of related experience.Minimum 6 months of experience with computer hardware/software support.Experience in desktop support, IT concepts, and help desk software.Hardware/software troubleshooting experience. Proven experience providing effective and professional communication addressing moderately complex technical issues via telephone, email, and person-to-person. Demonstrated customer awareness, strong written and verbal communication skills. Provide excellent customer service. Proven ability to think and troubleshoot logically, and act decisively in critical situations. Experience with Microsoft Office Products, Internet Explorer, and Windows. Preferred Technical certifications such as Security+, Net+, MCP, MCSE, CCNA, ITIL, CHDP, CompTIA A+, CompTIA Net+, and CompTIA Security+Windows 7, Windows 10, IE 8 and IE 11, Terminal Services, VPN software, Microsoft and other commonly used commercial products (including Office 2010 Suite), strong Microsoft Outlook skills, remote access, Android and iOS support.Account administration, password reset experience.Target salary range Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.