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Technical Support Specialist
2 months ago
Leidos, Inc. is seeking a highly skilled and customer-focused technical representative to provide systems administration and deskside technical support at our customer site as a Deskside Technician (Tier 2).
Key Responsibilities- Maintain and support a High Availability environment through virtualization and redundancy, following best practices according to the systems in the environment.
- Provide technical guidance to Tier 2 and Tier 3 support teams.
- Perform systems maintenance tasks, such as software upgrades, back-ups, and recovery including file maintenance.
- Review systems for critical updates on a weekly basis, or each time a major threat is announced.
- Remain on call for system issues with the real-time software during off business hours as deemed necessary.
- Respond to and remedy moderately complex customer inquiries dispatched by the Customer Support Center concerning technical support issues on a variety of hardware and software problems specific to technology.
- Document all resolutions in the Customer Support Center Ticketing Tool and meets all standards for Time to resolve as dictated by Management for Performance.
- Escalate to or consult with Lead when solution is unclear.
- Perform configuration and deployment of Mobile Devices, Laptops, Thin Clients, and Desktops and associated equipment according to schedule. This will require heavy lifting and moving of equipment.
- Perform Procurement, deployment, support and disposal of the software and hardware environment.
- Perform various Asset Control tasks on and off site.
- May be asked to provide guided network or systems support as the hands for customer HQ site specific needs.
- High School Diploma with 3+ years of relevant prior experience.
- Ability to obtain ITILv4 Foundation Certification, no later than 120 days after the hire date.
- Experience preparing and deploying Dell Laptop and Desktop Devices with a Windows 10 Image to end users, including a brief tutorial to familiarize the user with the device.
- Excellent customer communication skills.
- Experience using the ServiceNow ITSM ticketing systems and providing deskside support for any user where a ticket has been dispatched from the Service Desk.
- Break/Fix support for end-user computer devices.
- Must be able to obtain an NRC Public Trust Security Clearance prior to start (may take anywhere between 1-3 months).
- Due to contract requirements, U.S. Citizenship OR U.S. Permanent Residence is required.
Leidos is a Fortune 500 company aimed at embracing and solving some of the world's most pressing challenges. Through science and technology, Leidos makes the world safer, healthier and more efficient.
