IT Service Desk Technician

Leidos • Remote, OR

386d • $30,550 - $55,225 • Remote

About The Position

The IT Service Desk Technician at Leidos is responsible for providing technical support to federal customers by answering inbound contacts, documenting issues in ticketing systems, and troubleshooting hardware and software problems. This role requires excellent communication skills and the ability to work in a fast-paced environment governed by Service Level Agreements. The position supports a 24/7 operation, with core hours from 6am to 7pm CST, Monday through Saturday.

Requirements

• High school diploma with preferably 1 year of experience
• Strong written/oral communication skills in addition to hardware and software skills
• Ability to obtain and maintain a public trust security clearance
• Overall understanding of Help Desk operations and technical phases of the job with Windows technical skills
• Excellent customer service skills with the ability to communicate clearly and effectively
• Experience in following documented policies and procedures
• Desire to learn new skills and take the initiative to improve performance through on-the-job training
• Availability to assist in development and modification of procedures
• Ability to adhere to the training schedule without any absences
• Use of own high-speed internet (minimum of 50 mbps)
• Designated workspace that is quiet and free of loud noise
• Flexibility to work different shifts upon changing business needs
• Willingness to work weekends and holidays as needed

Nice To Haves

• 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 2016 or later
• Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting

Responsibilities

• Provides prompt, courteous, and professional responses to users
• Serves as the initial point of contact for troubleshooting hardware/software issues
• Addresses support requests received over the phone or through email and/or web-based systems
• Follows Knowledge Base Articles (KBAs) when handling different topics
• Properly diagnoses issues and routes 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; provides information that will give details for a possible resolution or when they can expect to be contacted again
• Maintains and executes standard Service Desk 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 calls the user to update them on progress
• Remains on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead

Benefits

• Laptop, headset, mouse, Polycom phone, and keyboard provided by the company

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED