Tier 2 Technical Representative

6 days ago

Rockville, Maryland, United States Leidos Full time
Job Summary

Leidos 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
  • Provide primary point of contact and responsible for providing customer operational desk-side break fix support tasks and activities.
  • Support the deployment of Windows 10 configured hardware devices, including Dell Laptop and Desktop Devices.
  • Use knowledge of MS Office Suite, Remedy, and tools specifically used to support the deployment of these devices, such as ServiceNow.
  • Excellent analytical and organizational skills, with ability to communicate effectively with end users and provide status to Leidos and customer representatives.
  • 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.
  • Perform Procurement, deployment, support and disposal of the software and hardware environment.
  • Perform various Asset Control tasks on and off site.
Requirements
  • 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.

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