Help Desk Agent I

Responsibilities

• Act as the 24/7 single point of contact for all IT issues and requests from VITA staff and customers, accessible via phone, chat, email, and direct ticket submission.
• Troubleshoot and respond to technical problems and inquiries across hardware, software, network, system/application access, and telecommunications, delivered by phone or self-service ticketing.
• Diagnose, isolate, and analyze problems using historical data to determine root causes.
• Route calls to product line specialists, application teams, or system support personnel as needed.
• Maintain and update records and tracking databases to ensure accurate issue tracking.
• Alert management to recurring issues and evolving problem patterns for proactive action.

Requirements

• US citizen capable of passing SAIC and Commonwealth of Virginia background checks.
• Customer service experience and Level 1 technical support expertise.
• Strong troubleshooting and problem-solving abilities.
• Proficiency with personal computers and common productivity tools.
• Ability to identify and resolve Level 1 customer issues.
• Solid documentation skills to capture resolutions and procedures.
• Personable and professional soft skills with effective communication.
• Proficiency with Microsoft Office.
• Experience with ticketing systems, including routing, categorization, and closure processes.
• Familiarity with knowledge bases and contributing to self-help content.
• Awareness of metric scorecards and performance metrics; ability to follow Service Desk Manual guidelines for attendance and scoring.
• Ability to follow a set schedule with minimal variance.

Technologies

• Microsoft Office
• Internet Explorer
• Windows 7
• Windows 10
• Office 2010 Suite
• Microsoft Outlook
• Terminal Services
• VPN software
• Android
• iOS