Service Desk Technician (Tier 1.0)

Looking for an exciting new step in your IT career?

Leidos has an exciting Service Desk opportunity working remote from a home office.
 
POSITION SUMMARY:
A highly motivated information technology technician responsible for being the first contact for each of our customer calls. This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary.

PRIMARY RESPONSIBILITIES: 

• After an initial acclimation period, you will be responsible for greeting our customers via phone calls, ascertain the nature of the call, resolve Level 1 issues where possible, open tickets via a ticketing system, and escalate to the appropriate work groups, when necessary. 
• You will determine the functional area of the problem being reported, e.g. hardware, software, telecommunications, and provide detailed analysis of the problem 
• You may be asked to deploy mobile devices to end users, assist with basic enterprise-level mobile device management configuration and troubleshooting 
• Determine if equipment is warranted and arrange appropriate resolution under warranty 
• You will update assigned tickets and continuously coordinate necessary work 
• It will be very important to document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket
• You will troubleshoot software and hardware enhancements, application deployments and infrastructure upgrades 
• You will be expected to escalate the problem to next level support if the issue cannot be resolved at Level 1

CLEARANCE REQUIREMENT:

• You must be able to obtain and maintain a Public Trust security clearance prior to start

BASIC QUALIFICATIONS: 

• High School diploma and 3+ years of relevant experience
• Experience working in a deskside or remote support environment.
• Experience troubleshooting Windows, Mac, iOS, and Linux Operating

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in Computer Science or an IT related field
• Industry certifications, such as ITIL v4, CompTIA A+, Security+, MCSA, Or Apple Certified System Administrator (ASSA)

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.