IT Service Desk Technician

Leidos has a remote opportunity for an IT professional to work as an IT Service Desk Technician supporting several federal customers. The successful candidate will be responsible for answering inbound contacts, documenting the contact within the ticketing system(s), and providing our customers with timely and accurate responses. This will require the individual to possess an IT background to assist customers in troubleshooting and resolving problems and must possess excellent written and verbal communication skills. Support provided is governed by Service Level Agreements. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position. Our Service Desk operation is staffed 24x7x365, although the core hours of operation are 6am to 7pm CST, Monday through Saturday.

Please note: this position requires the ability to obtain a Public Trust security clearance.

Training Schedule: Leidos will provide basic training on the systems that will be used. The training schedule will be 1-2 weeks (M-F) where the candidate will work with a trainer from 6am to 2:30pm CST. The selected candidate will need to attend this training during these hours.

Other Information: Laptop, headset, mouse, Polycom phone, and keyboard provided by the company.

Primary Responsibilities

• Provides prompt, courteous, and professional responses to users.

• Serves as the initial point of contact for troubleshooting hardware/software issues.

• Addresses support requests received over the phone or through email and/or web-based systems.

• Follow Knowledge Base Articles (KBAs) when handling different topics.

• Properly diagnose issues and route unresolved issues to the next level of support.

• Accurate and thorough documentation of user’s information, reason for contact, all troubleshooting and/or resolution steps in ticketing system for each contact.

• Provides prompt, courteous, and professional response to users during supported hours.

• Performs account password administration and processes new user account requests.

• Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again.

• Maintains and executes standard Service Desk internal operating procedures.

• Follows security requirements as requested by the Government Security Officer.

• Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided, if necessary call the user to update them on progress.

• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead.

Requirements

• High school diploma with 1+ year experience.

• Strong written and oral communication skills.

• Strong computer hardware and software skills.

• U.S. Citizen.

• Ability to obtain and maintain a public trust security clearance.

• Must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills.

• Must have excellent customer service skills with the ability to communicate clearly and effectively also experience in following documented policies and procedures.

• Must have a desire to learn new skills and take the initiative to improve their performance through on the job training.

• Must be available to assist in development and modification of procedures.

• Must be able to adhere to the training schedule without any absences.

• Use of own high-speed internet (minimum of 50 mbps) must be provided by the help desk support agent.

• Designated workspace that is quiet and free of loud noise that may be distracting to your customer.

• Must be flexible and willing to work different shifts upon changing business needs.

• Must be flexible and willing to work weekends and holidays as needed.

Preferred Qualifications

• Experience troubleshooting Apple macOS (OSX) and iOS hardware and software.

• Experience working for home in an IT support role.

• Experience with Windows 10 and Microsoft Office 2016 or later.

• Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting.

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.