Tier 1 Service Desk

Looking for an exciting new step in your IT career? Leidos has an exciting IT Customer Support Associate opportunity working onsite at our customer’s headquarters located in Washington, D.C.

A highly motivated information professional who is interested in pursuing a career in Information Technology. This person will be responsible for obtaining industry recognized IT certifications as building blocks for a career in Information Technology, while supporting our customers in a deskside support environment.

• After an initial acclimation period, you will be responsible for greeting our customers via phone calls, ascertain the nature of the call, resolve issues where possible, open tickets via a ticketing system, and escalate to the appropriate work groups, when necessary.
• This position is a “hands-on” position working as part of a team located in Washing DC.
• In-depth knowledge of commonly-used IT concepts, practices, and procedures within a Service Desk environment.
• Ability to effectively support customers, including, but not limited to account management support.
• Determine the functional area of the problem being reported, e.g. hardware, software, telecommunications
• Document status updates and communicate to necessary parties.
• Provide follow-up to the user on the status of the problem until resolution.
• Document the phone calls via the ticketing system, and supply work notes so that other technicians will understand the customer’s needs.

• Identifies, researches, and resolves technical problems for end users.

• Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution. Understands Service Level Agreements/Service Level Objectives (SLAs/SLOs) and the Tier 1 role in support of meeting SLOs.
• Performs day-to-day Service Desk operations, ensuring efficiency and adherence to best practices and program procedures.
• Works to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support.

• Resolves routine problems and issues, with clearly prescribed solutions.

• Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,).

• High School diploma and a minimum 1 of prior relevant experience.
• Must have at least a minimum of 1 year of customer support, deskside or remote support environment experience.
• Familiarity with Microsoft Office Suite applications.
• Ability to obtain an ITIL v4 and A+ certification (or similar IT certification) within 90 days of hire.
• Excellent customer service, communication, organizational and technical skills.
• Strong desire to pursue a career in Information Technology.
• Must be able to obtain and maintain a Public Trust security clearance prior to start.

• Must have a US Citizenship.

• Bachelor’s degree in Computer Science or an IT related field
• Relevant certifications (e.g., , ITIL, HDI, ServiceNow, , CompTIA, Microsoft Azure, etc.,)
• Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
• Strong familiarity with ServiceNow.

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.