Help Desk Agent I

Science Applications International Corp

VA(remote)

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JOB DETAILS

SALARY

SKILLS

Android, Background Investigation, Bookkeeping, CCNA - Cisco Certified Network Associate, Communication Skills, CompTIA A+, CompTIA Security+, Computer Hardware, Computer Skills, Computer Software, Customer Support/Service, Data Science, Desktop Administration, Email Management/Administration, Emerging Technology, Fortune 500 Customers, Hardware Administration, Help Desk, Help Desk Software, High School Diploma, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Knowledge Base, MCP - Microsoft Certified Professional, MCSE - Microsoft Certified Systems Engineer, Metrics, Microsoft Exchange Server, Microsoft Internet Explorer Browser, Microsoft Office, Microsoft Office 2010, Microsoft Outlook, Microsoft Product Family, Microsoft Remote Desktop Services (fka Terminal Services), Microsoft Windows 7, Microsoft Windows Operating System, Network Architecture/Engineering, Network Systems, Office Suites, Presentation/Verbal Skills, Problem Solving Skills, Professional Services, Record Keeping, Remote Access, Resolve Customer Issues, Scorecarding, Software Administration, Student Conduct, Systems Administration/Management, Technical Support, Telecommunications, Telephone Skills, Time Management, United States Citizen, VPN Software, Work From Home, Writing Skills, iOS

LOCATION

POSTED

20 days ago

SAIC - Help Desk Agent I in Remote Work, Virginia, United States

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Help Desk Agent I

Job ID: 2611794

Location: Remote Work, VA, United States

Date Posted: May 15, 2026

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-Time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: Remote

Benefits: Click here

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Job Description

Description

SAIC 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 - External

Service Desk Analyst Experience/Knowledge Required

Customer Service and Level 1 Technical Support
Troubleshooting
Problem Solving
PC Proficiency
Identifying and resolving level 1 customer issues
Documentation
Soft Skills- Personable and Professional
MS Office
Ticketing System
Possesses the ability to work in a specified ticketing system including but not limited to:
Documentation
Ticket Routing
Ticket Categorization
Ticket Closure
Knowledge Base
Metrics & Time Management
Metric Scorecard
Attendance & Scorecards must be kept within parameters of Service Desk Manual
Ability to follow set schedule with little variance

Qualifications

Required:

US 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.

Overview

SAIC accepts applications on an ongoing basis and there is no deadline.

SAIC is a premier Fortune 500 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, civilian, and intelligence 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.

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 saic.com. For ongoing news, please visit our newsroom.

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