Help Desk Specialist

4 weeks ago

Indianapolis, United States Leidos Full time
R-00132838 Description 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. We are seeking a highly motivated and customer-oriented individual to join our team as a Help Desk Specialist. The ideal candidate will be responsible for providing efficient and effective support to subscribers, as well as answering consumer questions, addressing inquiries related to services and systems. This role requires excellent communication skills, technical proficiency, and a strong commitment to delivering high-quality, accurate assistance. Primary Responsibilities: * Respond to incoming calls, emails, and tickets in a professional and timely manner.
* Provide technical support and troubleshooting for services and systems.
* Assist subscribers, as well as consumers who utilize the system and services.
* Document and track all interactions in the help desk ticketing system accurately and in a timely manner.
* Transcribe consumer telemarketing complaints from audio file recordings.
* Collaborate with internal teams to escalate and resolve complex issues.
* Stay informed about policies, procedures, and updates to accurately assist users.
* Contribute to the development and maintenance of knowledge base articles and/or Standard Operating Procedures.
* Participate in training sessions to enhance technical skills and knowledge.
* Contribute to the development of automation strategy for repetitive task management.
* Maintain a positive and customer-focused attitude in all interactions. Basic Qualifications: * HS Diploma or GED Equivalent
* Excellent computer/typing skills
* Strong interpersonal and communication skills
* Patience and the ability to explain technical issues to non-technical users
* Empathy and a customer-focused mindset
* Analytical thinking and problem-solving skills
* Ability to diagnose and resolve technical issues efficiently.
* Two or more years of Help Desk Customer Support experience
* Position requires the ability to obtain/maintain a Public Trust clearance; a Public Trust clearance can take anywhere from 7-60 days to obtain; chosen candidate cannot start in this role until this process is complete Preferred Qualifications: * Experience with ticket tracking applications such as JIRA
* Experience writing and maintaining Standard Operating Procedures (SOPs)
* Professional Resume that contains the applicants contact info (phone number and email address), as well as the contact info (phone numbers and physical addresses) of previous employers should be attached to the application
* Bilingual; Fluent in Spanish and English, both written and speech (Not a requirement for the role) Original Posting Date: 2024-04-04
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 - 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. #Remote

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