Help Desk Analyst

Join a team committed to a mission!
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 sustainable. 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.
Are you ready for your next career challenge?
Leidos National Security Sector currently has an opening for a Help Desk Specialist to work in our Edgewood, MD office. This is an exciting opportunity to use your experience to support an End User Customer Support program. In this mission we provide Tier 1 Help Desk Support. All support is provided via phone, and the Help Desk specialist will troubleshoot access issues such as password resets and VPN. The Help Desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed.

• Works to achieve day to day objectives consisting of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks.
• Resolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems.
• Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.
• Has substantial understanding of job requirements and overall function.

If this sounds like the kind of environment where you can thrive, keep reading!
The Mission
Leidos National Security sector provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for National Security include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world's toughest security challenges for customers with "can't fail" missions. To explore and learn more, click here!
Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share your resume with us today!
Your Main Mission:

• Receive, manage and respond to Help Desk calls supporting the current contract
• Provides Help/Service Desk support to end users on a variety of issues.
• Identifies, researches, and resolves problems.
• Ability to diagnose data communications problems.
• Responds to telephone calls, email and personnel requests.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Coordinates cross-tier integration to ensure consistent and repeatable processes.
• Enter Help Desk tickets accurately and grammatically correct in Help Desk tools
• Helps drive decisions on administrative or operational matters and ensures operations' effective achievement of objectives.
• Develop, support and establish company guides for the servicing and repairs of contract equipment.
• Relies on instructions, pre-established guidelines and experience to perform the functions of the job.
• Ability to document accurate customer details.
• Ability to research and/or contact sources for information to respond to customer needs.
• Ability to learn customer support essentials to provide Tier 1 level support to customers.
• Ability to provide timely Tier 1 customer support.
• Demonstrate consistent active listening skills
• Escalate more complex issues
• Generate reports from the Help Desk tools

What Sets You Apart:

• Must be a high school graduate with at least 1 year of prior relevant experience
• Must be a US Citizen and eligible to obtain an interim DoD Secret clearance within 120 days of hire.
• Must have a desire to learn and work within a team environment and have at least one year of experience in an organization supporting a US Government/ program.
• Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers.
• Experience in handing PII for commercial and Government customers
• Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support.

You Might Also Have:

• Hands-on Experience with PC Applications- M365
• Experience as a customer service/Help Desk agent
• Experience in call-taking
• Experience in working with US Army customers.

Clearance Required:

• Must be eligible to obtain an interim DoD Secret clearance within 120 days of hire.

This position is a "hands-on" position working as part of a team at our Lakeside facility in Edgewood MD.
At Leidos, the opportunities are boundless. We inspire our staff with interesting assignments that allow them to thrive professionally and personally. For us, helping you grow your career is good business. We look forward to learning more about you - apply today!
Original Posting Date:
2024-03-19
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $33,150.00 - $59,925.00
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.