What are the responsibilities and job description for the Help Desk Specialist position at Leidos?
Job Details
Description
Leidos National Security Sector currently has an opening for a Help Desk Specialist to work in our Edgewood, MD office. This is an exciting opportunity to use your experience to support an End User Customer Support program. In this mission we provide Tier 1 Help Desk Support. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and VPN. The help desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed.
**This position is a "hands-on" position working as part of a team at our Lakeside facility in Edgewood MD.
Roles & Responsibilities:
Minimum Qualifications:
Preferred Qualifications:
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range: Pay Range $50,050.00 - $90,475.00
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.
Leidos National Security Sector currently has an opening for a Help Desk Specialist to work in our Edgewood, MD office. This is an exciting opportunity to use your experience to support an End User Customer Support program. In this mission we provide Tier 1 Help Desk Support. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and VPN. The help desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed.
- Works to achieve day to day objectives consisting of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks.
- Resolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems.
- Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.
- Has substantial understanding of job requirements and overall function.
**This position is a "hands-on" position working as part of a team at our Lakeside facility in Edgewood MD.
Roles & Responsibilities:
- Receive, manage and respond to Help Desk calls supporting the current contract
- Provides Help/Service Desk support to end users on a variety of issues.
- Identifies, researches, and resolves problems.
- Ability to diagnose data communications problems.
- Responds to telephone calls, email and personnel requests.
- Documents, tracks and monitors the problem to ensure a timely resolution.
- Coordinates cross-tier integration to ensure consistent and repeatable processes.
- Enter Help Desk tickets accurately and grammatically correct in Help Desk tools
- Helps drive decisions on administrative or operational matters and ensures operations' effective achievement of objectives.
- Develop, support and establish company guides for the servicing and repairs of contract equipment.
- Relies on instructions, pre-established guidelines and experience to perform the functions of the job.
- Ability to document accurate customer details.
- Ability to research and/or contact sources for information to respond to customer needs.
- Ability to learn customer support essentials to provide Tier 1 level support to customers.
- Ability to provide timely Tier 1 customer support.
- Demonstrate consistent active listening skills
- Escalate more complex issues
- Generate reports from the Help Desk tools
- Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support.
Minimum Qualifications:
- Must have completed a 2-year degree in Information Technology, Computer Science, or technical related field
- At least 1 year of relevant helpdesk experience
- Must currently possess an active Secret clearance
- CompTIA Security required
- 1 year Microsoft Active Directory User Account management experience
- Must have a desire to learn and work within a team environment and have at least one year of experience in an organization supporting a US Government/ program.
- Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers.
- Experience in handing PII for commercial and Government customers
Preferred Qualifications:
- Hands-on Experience with PC Applications- M365
- Experience as a customer service/help desk agent
- Experience in call-taking
- Experience in working with US Army customers.
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range: Pay Range $50,050.00 - $90,475.00
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $50,050 - $90,475
