IT Service Desk Technician

Leidos

1d•$31,850 - $57,575•Remote

About The Position

Mission Support Services (MSS) is seeking an IT Service Desk Technician to join our team on a program with the Leidos QTC Health Services IT Support and the Leidos IT Service Desk that provides Tier 1 Service Desk support and 24x7x365 support staff. The IT Service Desk Technician will be responsible for answering inbound and outbound contacts, documenting the contact details 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. The support provided is governed by Service Level Agreements and Key Performance Indicators. 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 8am to 8pm Eastern, Monday through Saturday. This position is critical in providing support through a shared service desk model with cross-functional programs. This is a full-time remote position. Since MSS is a shared services organization, the Service Desk(s)/Help Desk(s) you support and the shift you are assigned can change after onboarding based on business needs. Any changes are discussed with affected employees prior to change in responsibilities.

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
Must possess an overall understanding of Service Desk operations and technical phases of the job
Understanding of Windows and/or Mac technical skills
Must have excellent customer service skills with the ability to communicate clearly and effectively, also experience in following documented policies and procedures
Ability to interact positively with customers, peers and management
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 Knowledge Base Articles
Must be able to adhere to the training schedule without any absences
Use of high-speed internet (minimum of 50 mbps) must be provided by the IT Service Desk Technician
Designated workspace that is quiet and free of loud noise that may distract you and your customer
Must be flexible and willing to work different shifts upon changing business needs
Must be flexible and willing to support different or multiple programs in a shared service desk environment
Must be flexible and willing to work weekends and holidays as needed
Ability to Obtain Public Trust Clearance

Nice To Haves

Experience with using IT Service Management (ITSM) or other Case Record Management (CRM) applications
Experience with using ACD/IVR applications
Experience troubleshooting Apple macOS (OSX) and iOS hardware and software
Experience working from home in an IT support role
Experience with Windows 10 and Microsoft Office Suite 2016 or later
Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting
Azure experience and/or certification(s)
ITIL 4 Foundations experience and/or certification(s)

Responsibilities

Duties include providing professional, courteous, resourceful support to all incoming calls.
Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology.
Attention to detail is necessary to manage complexity of contact.
Proven ability to perform in a fast-paced environment and manage multiple tasks at once.
Serves as the initial point of contact for troubleshooting hardware/software issues
Addresses support requests received over the phone, chat, or 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
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
Provides prompt, courteous, and professional responses to users
Maintains and executes standard and 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
Leidos will provide basic training on the systems that will be used. The training schedule will be anywhere from 2-4 weeks (M-F) where the new hire will work with their supervisor and/or peers to cover the Program knowledge and requirements.
The selected candidate will need to attend training during designated hours.
In addition to new-hire training, monthly, annual, program required, and ad-hoc training will need to be completed.