Tier 1 Service Desk

Leidos•Washington, DC

15h•Onsite

About The Position

Leidos is seeking an IT Customer Support Associate to join their team, working onsite at the customer's headquarters in Washington, D.C. This role is for a motivated individual interested in pursuing a career in Information Technology. The position involves obtaining industry-recognized IT certifications and supporting customers in a deskside support environment. The ideal candidate will be responsible for greeting customers, resolving issues, opening tickets, and escalating problems when necessary. This is a hands-on role within a team environment in Washington D.C.

Requirements

High School diploma and a minimum of 1 year of prior relevant experience.
Minimum of 1 year of customer support, deskside or remote support environment experience.
Familiarity with Microsoft Office Suite applications.
Ability to obtain an ITIL v4 and A+ certification (or similar IT certification) within 90 days of hire.
Excellent customer service, communication, organizational, and technical 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 US Citizenship.

Nice To Haves

Bachelor’s degree in Computer Science or an IT related field.
Relevant certifications (e.g., ITIL, HDI, ServiceNow, CompTIA, Microsoft Azure, etc.).
Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
Strong familiarity with ServiceNow.

Responsibilities

Greeting customers via phone calls, ascertaining the nature of the call, and resolving issues where possible.
Opening tickets via a ticketing system and escalating to the appropriate work groups when necessary.
Determining the functional area of the problem being reported (e.g., hardware, software, telecommunications).
Documenting status updates and communicating them to necessary parties.
Providing follow-up to the user on the status of the problem until resolution.
Documenting phone calls via the ticketing system with work notes for other technicians.
Identifying, researching, and resolving technical problems for end users.
Addressing customer escalations and working closely with Tier II, Tier III, application owners, and others for quick customer resolution.
Understanding Service Level Agreements/Service Level Objectives (SLAs/SLOs) and the Tier 1 role in supporting them.
Performing day-to-day Service Desk operations, ensuring efficiency and adherence to best practices and program procedures.
Working to achieve day-to-day objectives, including routine tasks with minimal direction and implementation of new processes and support.
Resolving routine problems and issues with clearly prescribed solutions.
Providing input and assisting in editing work documents (e.g., SOPs, IOPs, KBAs, training materials).