Help Desk Agent I: SAIC is Hiring Remote

SAIC, a premier Fortune 500 technology integrator, is offering an excellent remote job opportunity for a Help Desk Agent I supporting The Virginia Information Technology Agency (VITA) Program. This fully remote position provides 24x7x365 IT support as the single point of contact for all technology issues and requests from VITA employees and customers.

As a Help Desk Agent, you will resolve technical problems and answer queries via telephone, chat, email, and self-service tickets. You will support users at every skill level with computer hardware, software, network, system access, and telecommunications systems. This role requires strong customer service skills and technical troubleshooting abilities.

This is an excellent entry point into IT support with a major government contractor. SAIC offers competitive compensation with a target salary up to $40,000, making this ideal for candidates looking to start or grow their IT career in a fully remote environment.

Key Responsibilities

• Resolve technical problems and answer queries by telephone or self-service ticket
• Support internal and external customers with computer hardware, software, network, and telecommunications systems
• Diagnose, identify, isolate, and analyze problems utilizing historical database records
• Route calls to product line specialists, application, or system support specialists as needed
• Maintain and update records and tracking databases
• Alert management to recurring problems and patterns
• Work within ticketing system including documentation, routing, categorization, and closure
• Maintain knowledge base and follow established protocols
• Meet metrics and scorecard requirements as defined in Service Desk Manual

Requirements

Mandatory

• US Citizen who must pass both SAIC and Commonwealth of Virginia background check

Education

• AA Degree in related discipline or High School diploma with up to two years related experience (desired)

Professional Experience

• Minimum 6 months experience with computer hardware/software support (desired)
• Experience in desktop support, IT concepts, and help desk software
• Hardware/software troubleshooting experience
• Account administration and password reset experience

Technical Skills

• Experience with Microsoft Office Products, Internet Explorer, and Windows
• Windows 7, Windows 10, IE 8/11, Terminal Services, VPN software
• Microsoft Office Suite (including Office 2010), strong Outlook skills
• Remote access, Android and iOS support
• Customer Service and Level 1 Technical Support
• Proficiency with ticketing systems

Soft Skills

• Demonstrated customer awareness with strong written and verbal communication
• Ability to provide effective, professional communication on technical issues
• Proven ability to think logically and troubleshoot, act decisively in critical situations
• Personable and professional demeanor

Preferred Certifications

• Security+, Net+, MCP, MCSE, CCNA, ITIL, CHDP
• CompTIA A+, CompTIA Net+, CompTIA Security+

Benefits & Perks

SAIC offers a comprehensive benefits package for this remote position:

• Competitive Salary – Target salary up to $40,000 based on experience
• Fully Remote – Work from home with no commute required
• Government Contractor – Stability of working with a Fortune 500 company
• Career Growth – Opportunity to advance within IT support and government contracting
• Professional Development – Environment to grow technical certifications
• Full-time Schedule – Day shift with consistent hours

About SAIC

SAIC is a premier Fortune 500 technology integrator driving digital transformation across the U.S. government. The company provides systems engineering, integration services, and IT solutions to federal agencies, helping modernize critical infrastructure and advance national security objectives.

With a strong commitment to innovation and excellence, SAIC partners with government organizations to deliver cutting-edge technology solutions. The Virginia Information Technology Agency (VITA) program represents their commitment to providing reliable, high-quality IT support services to Commonwealth of Virginia employees and constituents.

The Help Desk Role in Today’s Remote Work Market

Help desk positions have become increasingly remote as organizations recognize that technical support can be delivered effectively from distributed locations. Government IT support roles offer unique stability and growth opportunities, with many technicians advancing to senior support roles, network administration, or specialized technical positions. Entry-level help desk experience with government contractors is highly valued in the IT job market.

Help Desk Agent positions at government contractors typically range from $35,000 to $50,000 annually at entry level. Obtaining certifications like CompTIA A+, Security+, or ITIL can accelerate career progression and salary growth. Many technicians advance to Level 2/3 support, system administration, or project management within 2-3 years.

Insider Tips for Applicants

Prepare for the Background Check Process

This role requires passing both SAIC and Commonwealth of Virginia background checks. Ensure your employment history and references are accurate and up-to-date. Being transparent about your background will help expedite the clearance process and demonstrate integrity.

Highlight Windows and Microsoft Experience

The role specifically requires Windows and Microsoft Office proficiency. Prepare to discuss your hands-on experience with Windows 10, Outlook, and other Microsoft products. If you have experience with remote support tools or VPN configurations, emphasize these skills.

Showcase Customer Service Excellence

While technical skills are important, SAIC emphasizes customer awareness and communication. Prepare examples of how you’ve provided excellent customer service in technical situations, especially when dealing with users of varying skill levels.

Frequently Asked Questions

What is the citizenship requirement for this position?

You must be a US Citizen to be considered for this role. This is a mandatory requirement as the position supports The Virginia Information Technology Agency, a government entity. You must also be able to pass both SAIC and Commonwealth of Virginia background checks.

What certifications are helpful for this role?

While not required, certifications such as CompTIA A+, CompTIA Net+, CompTIA Security+, ITIL, MCP, MCSE, and CCNA are preferred. These certifications demonstrate technical competence and can help you stand out among candidates. They may also lead to faster advancement opportunities.

What are the working hours for this 24x7x365 operation?

This specific position is a day shift, full-time role. While the overall Help Desk operates 24x7x365, individual agents are assigned specific shifts. The schedule is designed to be consistent, allowing for work-life balance while supporting the round-the-clock needs of VITA users.