Junior Service Desk Technician

Leidos • Washington, DC

6d • Onsite

About The Position

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Looking for an exciting new step in your IT career? 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. Primary Responsibilities: After an initial acclimation period, you will be responsible for greeting our customers via phone calls, ascertain the nature of the call, resolve issues where possible, open tickets via a ticketing system, and escalate to the appropriate work groups, when necessary. This position is a “hands-on” position working as part of a team located in Washing DC. K nowledge of commonly-used IT concepts, practices, and procedures within a Service Desk environment. Provide walk-up support for common issues; escalate complex cases to the correct team and document actions for tracking. Ability to effectively support end users with great customer service. 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.

Requirements

• High School diploma and a minimum of 1 year of prior relevant 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.
• F amiliarity with ServiceNow.

Responsibilities

• Greeting our customers via phone calls, ascertain the nature of the call, resolve issues where possible, open tickets via a ticketing system, and escalate 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.

What This Job Offers

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