> Markdown version of [/jobs/ext/2065588-it-service-desk-technician](https://www.wearedevelopers.com/jobs/ext/2065588-it-service-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Technician - **Company:** CareerCircle - **Location:** Philadelphia, PA, United States (Remote available) - **Salary:** $31,850.0 - $57,575.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Automatic Call Distributor, Active Directory, Apple IOS, Apple Mac Systems, Software Applications, Interactive Voice Response, Microsoft Azure, Issue Tracking Systems, Microsoft Office, Software Tools, Software Engineering, Computer Equipment - **Published:** August 15, 2026 - **Apply:** https://www.careercircle.com/jobs/all/all/usa/all/all/a518e9cd-b5dc-4648-8796-e697daa1c8e1 ## About the Role Apple IOS Operations Management Market Data Communication Service Level Issue Tracking Detail Oriented Resourcefulness Ancient History Customer Service Microsoft Office Active Directory, Computer Hardware Willingness To Learn Microsoft Windows 10 IT Service Management Service-Level Agreement Hardware Troubleshooting Interactive Voice Response Automatic Call Distributor Verbal Communication Skills Security Requirements Analysis Customer Relationship Management Key Performance Indicators (KPIs) Troubleshooting (Problem Solving) Information Technology Infrastructure Library, * High school diploma with a minimum 1 year experience * Strong written and oral communication skills * Strong computer hardware and software skills * U.S. Citizen * Must possess an overall understanding of Service Desk operations and technical phases of the job * Understanding of Windows and/or Mac technical skills * Must have excellent customer service skills with the ability to communicate clearly and effectively, also experience in following documented policies and procedures * Ability to interact positively with customers, peers and management * Must have a desire to learn new skills and take the initiative to improve their performance through on the job training * Must be available to assist in development and modification of Knowledge Base Articles * Must be able to adhere to the training schedule without any absences * Use of high-speed internet (minimum of 50 mbps) must be provided by the IT Service Desk Technician * Designated workspace that is quiet and free of loud noise that may distract you and your customer * Must be flexible and willing to work different shifts upon changing business needs * Must be flexible and willing to support different or multiple programs in a shared service desk environment * Must be flexible and willing to work weekends and holidays as needed Required Clearance: * Ability to Obtain Public Trust Clearance Preferred Experience, Skills, & Education: * Experience with using IT Service Management (ITSM) or other Case Record Management (CRM) applications * Experience with using ACD/IVR applications * Experience troubleshooting Apple macOS (OSX) and iOS hardware and software * Experience working from home in an IT support role * Experience with Windows 10 and Microsoft Office Suite 2016 or later * Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting * Azure experience and/or certification(s) * ITIL 4 Foundations experience and/or certification(s) If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares. ## Description Mission Support Services (MSS) is seeking an IT Service Desk Technician to join our team on a program with the Leidos QTC Health Services IT Support and the Leidos IT Service Desk that provides Tier 1 Service Desk support and 24x7x365 support staff. The IT Service Desk Technician will be responsible for answering inbound and outbound contacts, documenting the contact details within the ticketing system(s), and providing our customers with timely and accurate responses. This will require the individual to possess an IT background to assist customers in troubleshooting and resolving problems and must possess excellent written and verbal communication skills. The support provided is governed by Service Level Agreements and Key Performance Indicators. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position. Our Service Desk operation is staffed 24x7x365, although the core hours of operation are 8am to 8pm Eastern, Monday through Saturday. This position is critical in providing support through a shared service desk model with cross-functional programs. This is a full-time remote position. Since MSS is a shared services organization, the Service Desk(s)/Help Desk(s) you support and the shift you are assigned can change after onboarding based on business needs. Any changes are discussed with affected employees prior to change in responsibilities., Duties include providing professional, courteous, resourceful support to all incoming calls. Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology. Attention to detail is necessary to manage complexity of contact. Proven ability to perform in a fast-paced environment and manage multiple tasks at once. * Incident and Request Management: + Serves as the initial point of contact for troubleshooting hardware/software issues + Addresses support requests received over the phone, chat, or email and/or web-based systems + Follow Knowledge Base Articles (KBAs) when handling different topics + Properly diagnose issues and route unresolved issues to the next level of support + Accurate and thorough documentation of user's information, reason for contact, all troubleshooting and/or resolution steps in ticketing system for each contact + Performs account password administration and processes new user account requests + Manages the user's expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again * Service Level & Quality Assurance Adherence: + Provides prompt, courteous, and professional responses to users + Maintains and executes standard and internal operating procedures + Follows security requirements as requested by the Government Security Officer + Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided, if necessary, call the user to update them on progress + Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead * Training: + Leidos will provide basic training on the systems that will be used. The training schedule will be anywhere from 2-4 weeks (M-F) where the new hire will work with their supervisor and/or peers to cover the Program knowledge and requirements. The selected candidate will need to attend training during designated hours. In addition to new-hire training, monthly, annual, program required, and ad-hoc training will need to be completed. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [ Secure Code Superstars: Empowering Developers and Surpassing Security Challenges Together](https://www.wearedevelopers.com/videos/422-secure-code-superstars-empowering-developers-and-surpassing-security-challenges-together) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [Harnessing Apple Intelligence: Live Coding with Swift for iOS](https://www.wearedevelopers.com/videos/1515-harnessing-apple-intelligence-live-coding-with-swift-for-ios) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)