Job ID: 2615091
Location: Washington, DC, US
Date Posted: 2026-07-29
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: Public Trust
Potential for Remote Work: ORA_ON_SITE
Description
Job Summary
SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT Tier 1 agent is the first line of contact with the DOT customer base.
As such the agent is responsible for:
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The creation of Interactions and Incidents.
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Provide basic technical and process assistance over the Phone and via Email.
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Provide friendly, courteous support of all DOT employees and contractors.
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Take part in the development and maintenance of a positive working relationship with all internal departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff.
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As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well.
Shifts are M-F 7am-7pm EST. Candidates in the Washington DC area.
Responsibilities:
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Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.
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Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.
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Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.
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Researches customer concerns and find appropriate resolutions.
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Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.
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Other duties as assigned.
Qualifications
Required:
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High School and 2 years of sufficient technical service experience supporting a service desk with relevant certification.
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Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
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Must be willing to work effectively within a team environment in a fast-paced support role.
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Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment.
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Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.
Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
