Description

This role provides customer service representative support for customer Service Desk operations. This role requires an individual that is customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as JIRA, ServiceNow, or Remedy. This individual should be detail oriented to capture customer inquiries appropriately. Role requires excellent oral and written communication skills and command of the English language. This position will work a Panama shift which are 12 hours shifts from 6AM to 6PM.

Primary Responsibilities:

• Responsible for interacting with customers to handle service inquiries and problems.

• Implement, troubleshoot and maintain IT systems. 

• Independently and rapidly distinguish isolated user problems from enterprise-wide application/system problems. 

• Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements. 

• Duties include examining customer problems the identify & implement appropriate corrective action to initiate an effective solution/repair or return.

• This role analyzes recurring problems, annotating, and initiates solutions for preventing reoccurrence.

Basic Qualifications:

• Significant experience with customer support

• Significant experience supporting a broad range of assignments requiring originality and innovation in determining how to accomplish tasks.

• Significant experience working in a face paced environment

• Significant experience with troubleshooting issues in a growing environment

• Time management skills

• Strong oral and written communications skills

• The candidate must have high school diploma or equivalent and 5 years of prior relevant experience.

• Candidate must have an active TS/SCI with polygraph. 

• Candidate must be US Citizen.

Pay Range:

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.