Tier 1 Service Desk
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 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 person will be responsible for obtaining industry recognized IT certifications as building blocks for a career in Information Technology, while supporting our customers in a deskside support environment.
Requirements
- High School diploma and a minimum 1 of prior relevant experience.
- Must have at least a 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 a 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, 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 to necessary parties.
- Providing follow-up to the user on the status of the problem until resolution.
- Documenting phone calls via the ticketing system, and supplying work notes so that other technicians will understand the customer’s needs.
- 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 support of meeting SLOs.
- Performing day-to-day Service Desk operations, ensuring efficiency and adherence to best practices and program procedures.
- Working to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as 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, etc.).
Benefits
- We empower our teams, contribute to our communities, and operate sustainably.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
