Desktop Support Specialist

3 weeks ago


San Diego, California, United States Leidos Full time

Job Summary

Leidos is seeking a skilled Desktop Support Technician to join our team. As a key member of our Field Services team, you will provide direct desk-side support to our customers, troubleshooting and repairing IT devices.

The ideal candidate will have a strong background in IT Enterprise Operations, with experience in Microsoft Windows OS, version 10, and HP Service Manager, Remedy, or similar Service/Help Desk ticket management software. You will be responsible for managing the resolution of customer tickets according to established Service Level Requirements (SLRs), ensuring proper ticket-handling, and troubleshooting and resolving user computer issues.

Key Responsibilities

  • Manage the resolution of customer tickets according to established Service Level Requirements (SLRs)
  • Ensure proper ticket-handling according to guidelines set in place
  • Properly troubleshoot and resolve user computer issues including hardware and software-related concerns
  • Ensure customer-related tasks are completed within the timeline set
  • Troubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware components
  • Assist other technicians in resolving complex issues
  • Provide support to a 24/7 operation
  • Overtime, weekend 12-hour shifts, and some holidays will be required periodically

Requirements

  • US Citizen
  • DoD Secret Clearance
  • HS diploma with 4+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience
  • Valid DoD 8570 IAT Level II: Security+ or higher Certification
  • Must demonstrated expertise in IT Enterprise Operations
  • Experience with Microsoft Windows OS, version 10
  • Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software
  • Basic network troubleshooting skills
  • Excellent customer service skills
  • Excellent oral and written communication skills

Preferred Qualifications

  • Organized and detail-oriented
  • Strong leadership skills
  • Self-motivated/self-directing
  • Strong collaboration, prioritization, and adaptability skills required. Relationship building
  • Ability to manage and prioritize own work, and that of their team
  • Independent decision making
  • Analytical thinking; thinking out of the box
  • Ability to effectively communicate with all organizational levels (SME to Senior Management)
  • Ability to analyze problems at various levels (e.g. detail level, overall organizational impact, etc.)

Pay Range

$65, $66,994.00

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