Looking for an exciting opportunity with 1901 security clearance 1 Group (A Leidos Company) has an exciting Service Desk position located in the Washington DC area with some possibilities to relocate.
1901 Group is seeking a highly motivated information technology technician accountable for being the first contact for each of our customer calls. This colleague will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary.
After an initial acclimation period, you will be reliable for providing phone, email, and web support to users. The process will include greeting our customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
You will establish the functional area of the problem being reported, e.g. hardware, software, applications, telecommunications, desktops (PC and Mac), mobile devices, printers and provide detailed analysis of the problem
You might be asked to deploy mobile devices to end users, assist with basic enterprise-level mobile device management configuration and troubleshooting
Establish if equipment is warranted and arrange appropriate resolution under warranty
You will update assigned tickets and continuously coordinate necessary work
It will be very important to document status updates and convey to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket
You will be expected to escalate the problem to next level if the issue cannot be resolved at Level 1
Provide excellent phone support and oral and written communication skills
Be expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)
Apply logical thinking and problem solving skills to common end-user desktop opportunities, such as software and hardware enhancements, application deployments and infrastructure upgrades
If you do not possess them already, work to gain industry certifications such as ITIL V4, CompTIA A+, or AWS Cloud Practitioner.
Ability to be in the call center, answering phones, and document each interaction.
Maintain a professional interaction with the customer in verbal and written communication.
Ability to learn new tools/ programs and technical skills
Ability to work all hours of the day/ weekend and holidays
Reporting to a service desk manager
Bachelors Degree and 1 year of professional experience; additional years of experience is acceptable in lieu of a degree.
Experienced working in a customer service or call center environment
Someone who thrives in a team atmosphere and can keep their cool when the phone call volume surges
Someone with a high-energy work ethic and available to work non-standard hours during peak times
Willing to become an expert in one or more technical work streams, such as Networking or Cloud Computing, to prepare yourself for the next stage of your career
Proficient in creating technical documentation & diagrams using Visio or similar
Ablility to obtain and maintain a Public Trust security clearance
Pay Range $39,650.00 - $61,000.00 - $82,350.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Backup child care
Unconscious bias training
Remote work policy
Part time policy
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 40,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021.