Help Desk Analyst, Tier 1

🔥 0 minutes ago

🌽 Illinois, Maryland, +3 more states – Remote

🌽 Illinois – Remote 🦀 Maryland – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🔒 Cybersecurity

🔬 Science

Defense • Cybersecurity • Science

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• Responsible for answering inbound and outbound contacts • Document the contact details within the ticketing system(s) • Provide customers with timely and accurate responses • Assist customers in troubleshooting and resolving problems • Interface well with customers at various levels of seniority • Serve as the initial point of contact for troubleshooting hardware/software issues • Address support requests received over the phone, chat, or email and/or web-based systems • Properly diagnose issues and route unresolved issues to the next level of support • Perform account password administration and process new user account requests • Monitor customer problems to ensure prompt service/resolution is provided • Remain on queue and available to assist end users during specified shift

🎯 Requirements

• High school diploma with a minimum 3 years experience • Already possess ITIL 4 Foundations Certification or be able to obtain it no later than 120 days after hire date • Strong written and oral communication skills • Strong computer hardware and software skills • U.S. Citizen • Overall understanding of Service Desk operations and technical phases of the job • Understanding of Windows and/or Mac technical skills • Excellent customer service skills with ability to communicate clearly and effectively • Desire to learn new skills and take initiative to improve performance • Must be flexible and willing to work different shifts upon changing business needs • Must be able to adhere to the training schedule without any absences

🏖️ Benefits

• Health and Wellness programs • Income Protection • Paid Leave • Retirement