Help Desk Specialist

Leidos•Bethesda, MD

1d•$73,450 - $132,775•Onsite

About The Position

Leidos has a new and exciting opportunity for a Help Desk Specialist in our Intelligence Sector's Analysis Solutions Business Area (ASBA). Our talented team is at the forefront in Security Engineering, Computer Network Operations (CNO), Mission Software, Analytical Methods and Modeling, Signals Intelligence (SIGINT), and Cryptographic Key Management. At Leidos, we offer competitive benefits, including Paid Time Off, 11 paid Holidays, 401K with a 6% company match and immediate vesting, Flexible Schedules, Discounted Stock Purchase Plans, Technical Upskilling, Education and Training Support, Parental Paid Leave, and much more. Join us and make a difference in National Security! This role provides customer service representative support for customer Service Desk operations. This role requires an individual that is customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as JIRA, ServiceNow, or Remedy. This individual should be detail oriented to capture customer inquiries appropriately. Role requires excellent oral and written communication skills and command of the English language.

Requirements

To be considered, must have an active TS/SCI with a polygraph.
Bachelors degree and 4 or more years, or Masters and 2 or more years of prior relevant experience. Will consider additional work experience in lieu of a degree
Demonstrated experience providing IT support across phone, remote, and hands-on hardware environments, applying independent judgment, originality, and innovative problem-solving to resolve a broad range of technical issues and assignments.
Demonstrated experience to work and excel in a face-paced environment
Demonstrated experience with troubleshooting complex issues in a growing environment
Strong time management skills
Strong oral and written communications skills

Nice To Haves

Familiar with using desktop software applications such as web browsing and client software
Familiar with IT Service Management software such as JIRA, ServiceNow, or Remedy.

Responsibilities

Responsible for interacting with customers to handle service inquiries and problems.
Implement, troubleshoot and maintain IT systems.
Distinguish isolated user problems from enterprise-wide application/system problems.
Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
Duties include examining customer problems, identifying & implementing appropriate corrective action to initiate an effective solution/repair or return.
This role analyzes recurring problems, annotating, and initiates solutions for preventing reoccurrence.