Desktop Support Specialist
3 weeks ago
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
SMIT-NMCI
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