IT Service Desk Technician

🔥 4 hours ago

🇺🇸 United States – Remote

💵 $31.9k - $57.6k / year

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

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

• Answer inbound and outbound contacts and provide timely, accurate customer responses • Provide Tier 1 Service Desk support through a shared service desk model • Serve as the initial point of contact for hardware and software troubleshooting • Address support requests received by phone, chat, email, and web-based systems • Follow Knowledge Base Articles when handling different topics • Diagnose issues and route unresolved issues to the next level of support • Document user information, contact reasons, troubleshooting steps, and resolutions in ticketing systems • Perform account password administration and process new user account requests • Manage user expectations and provide resolution or follow-up information • Provide prompt, courteous, and professional responses • Maintain and execute standard and internal operating procedures • Follow security requirements requested by the Government Security Officer • Monitor customer problems to ensure prompt, satisfactory service and resolution • Remain on queue and available during the specified shift • Complete new-hire, monthly, annual, program-required, and ad-hoc training • Support different or multiple programs and shifts as business needs change

🎯 Requirements

• High school diploma with a minimum 1 year experience • 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 and ability to communicate clearly and effectively • Experience following documented policies and procedures • Ability to interact positively with customers, peers, and management • Desire to learn new skills and improve performance through on-the-job training • Ability to assist in development and modification of Knowledge Base Articles • Ability to adhere to the training schedule without absences • High-speed internet of at least 50 Mbps provided by the technician • Quiet, designated workspace free of distracting loud noise • Flexibility to work different shifts as business needs change • Flexibility to support different or multiple programs in a shared service desk environment • Flexibility to work weekends and holidays as needed • Ability to obtain Public Trust Clearance • Preferred: experience with ITSM or CRM applications • Preferred: experience with ACD/IVR applications • Preferred: experience troubleshooting Apple macOS and iOS hardware and software • Preferred: experience working from home in an IT support role • Preferred: experience with Windows 10 and Microsoft Office Suite 2016 or later • Preferred: experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting • Preferred: Azure experience and/or certifications • Preferred: ITIL 4 Foundations experience and/or certification

🏖️ Benefits

• Health and Wellness programs • Income Protection • Paid Leave • Retirement • Leidos-provided basic training on the systems used • Monthly, annual, program-required, and ad-hoc training • Full-time remote position