Junior Service Desk Technician

Leidos • Washington, DC

4d • $31,850 - $57,575 • Onsite

About The Position

Leidos has an exciting IT Customer Support Junior Associate opportunity working onsite at our customer’s headquarters located in Washington, D.C. A highly motivated information professional who is interested in pursuing a career in Information Technology. This individual delivers excellent service to our federal customer by troubleshooting technical issues, resolving tickets promptly, and documenting incidents that require escalation. This position is a “hands-on” position working as part of a team located in Washing DC.

Requirements

• High School diploma and a minimum of 1 year professional experience.
• Familiarity with Microsoft Office Suite applications.
• Excellent customer service, communication, organizational skills.
• Strong desire to pursue a career in Information Technology.
• Must be able to obtain and maintain a Public Trust security clearance prior to start.
• Must have a US Citizenship.

Nice To Haves

• Associates degree or equivalent in Information and Technology, computer science or a related field.
• One Relevant certification (e.g., ITIL, HDI, ServiceNow, CompTIA, Microsoft Azure, etc.)
• Customer service background.
• Familiarity with ServiceNow.

Responsibilities

• Greeting customers via phone calls, ascertaining the nature of the call, resolving issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
• Provide walk-up support for common issues; escalate complex cases to the correct team and document actions for tracking.
• Determine the functional area of the problem being reported, e.g. hardware, software, telecommunications.
• Document status updates and communicate to necessary parties.
• Provide follow-up to the user on the status of the problem until resolution.
• Document the phone calls via the ticketing system, and supply work notes so that other technicians will understand the customer’s needs.
• Works to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support.
• Resolves routine problems and issues, with clearly prescribed solutions.

Benefits

• The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED