Enterprise Service Desk Senior Specialist

4 days ago


Quantico, Virginia, United States Leidos Full time
Job Summary

Leidos is seeking a highly skilled Enterprise Service Desk Senior to join our team. As a key member of our IT support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Conduct operations in support of the Enterprise Service Desk, ensuring timely and effective resolution of technical issues.
  • Execute scripts and answer calls, utilizing remote desk takeover tools to provide seamless support.
  • Troubleshoot, resolve, and/or escalate technical issues, collaborating with cross-functional teams to ensure optimal service delivery.
  • Open and close tickets, maintaining accurate records and ensuring compliance with IT service management standards.
  • Correlate events and incidents for management of Information Technology (IT) Services, ensuring seamless integration with our service desk operations.
Requirements
  • 2+ years of IT customer service experience, including 1+ year of IT ticketing system experience and 6+ months of experience in remote desk takeover tools and usage.
  • Proven track record of meeting service level goals and targets, with a strong focus on customer satisfaction.
  • Certification in a process-based platform, such as ITIL, HDI, CoBIT, Lean Six, or Six Sigma, and MTA for Windows OS certification.
  • IAT Level II Certification and an active Secret Clearance are also required.
What We Offer

Leidos offers a competitive salary range of $30-$40 per hour, with multiple positions available. We are committed to helping our staff grow their careers, providing opportunities for professional and personal development.



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