Help Desk Specialist

SAIC offers a remote Help Desk Specialist role based in Washington, DC, with the flexibility to support customers from anywhere while focusing on timely issue resolution. The position carries a yearly salary range of USD 40,001 to 80,000 and requires a Bachelor’s Degree and/or five years of related work experience. You will respond to customer requests, resolve issues, document tickets, and strive to meet SLAs, all while leveraging ServiceNow to manage inquiries. This role emphasizes collaboration, accountability, and a commitment to customer satisfaction. A strong candidate will be a US Citizen eligible to obtain a Public Trust and bring at least one year of help desk or call center experience.

What you will do

• Respond to customers' requests by phone and email
• Identify, research, and resolve customer issues
• Provide accurate and timely ticket documentation
• Meet and exceed required metrics and Service Level Agreements (SLAs)
• Provide timely updates and follow up to customers
• Escalate to internal representatives or system support specialists when appropriate
• Identify and appropriately communicate recurring problems
• Evaluate and prioritize customer problems and complaints
• Comply with documented regulations, processes, and procedures
• Other responsibilities as may be required by management

Requirements

• Bachelor’s Degree and/or five years of related work experience
• 1+ year experience in a help desk or call center environment
• Excellent verbal and written communication skills
• Strong problem-solving skills
• Team player with a strong commitment to customer satisfaction
• US Citizenship and the ability to obtain a Public Trust

Technologies

• ServiceNow