Help Desk Agent I

Fully remote Help Desk Agent I supporting the Virginia Information Technology Agency (VITA) program, providing 24x7 IT help desk support via telephone, chat, email, and direct ticket submission.

Responsibilities

• Serve as the 24x7x365 single point of contact for all IT issues and requests from VITA employees and customers, assisting users at all skill levels via phone, chat, email, and direct ticket submission. Maintain composure during high-volume periods and ensure timely triage and routing as needed.
• Resolve technical problems and answer queries by phone or through self-service tickets, supporting internal and external customers across hardware, software, network, system/application access, and telecommunications systems. Document solutions and workarounds to improve knowledge base.
• Diagnose, identify, isolate, and analyze problems using historical database records to spot trends and prevent recurrence.
• Route calls to product line specialists, application owners, or system support teams when necessary to ensure escalation is handled by the most appropriate resolver.
• Maintain and update records and tracking databases to reflect ticket status, actions taken, and resolution details, ensuring accurate audit trails.
• Alert management to recurring problems and patterns of issues, contributing to proactive problem management and continuous service improvement.

Requirements

• U.S. citizen with the ability to pass SAIC and Commonwealth of Virginia background checks.
• AA degree in a related discipline, or high school diploma or equivalent with up to two years of related IT work experience.
• At least six months of experience supporting computer hardware and software.
• Background in desktop support, IT concepts, and familiarity with help desk software.
• Hands-on hardware and software troubleshooting experience.
• Proven ability to communicate clearly and professionally when addressing moderately complex technical issues by phone, email, and in person.
• Strong customer service orientation with excellent written and verbal communication skills.
• Commitment to delivering high quality customer service and support.
• Logical problem solving with the ability to troubleshoot and act decisively in high pressure situations.
• Experience with Microsoft Office products, Internet Explorer, and Windows operating systems.
• Preferred IT certifications such as Security+, Network+, MCP/MCSE, CCNA, ITIL, CHDP, and CompTIA A+/Network+/Security+.
• Experience with Windows 7 and 10, Internet Explorer versions 8 and 11, Terminal Services, VPN software, Office 2010 suite, strong Outlook skills, remote access, and Android/iOS support.
• Account administration and password reset experience.

Technologies

• Microsoft Office
• Office 2010 Suite
• Microsoft Outlook
• Windows
• Internet Explorer
• Terminal Services
• VPN software
• Android
• iOS
• Ticketing System