Address
Form of work
SalaryDescription
Leidos has a remote opportunity for an IT professional to work as a Help Desk Agent supporting several federal customers. The successful candidate will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, to assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer and include number of call responses, length of calls, etc. 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, as are excellent written and verbal communication skills. Our Help Desk operation is staffed 24x7x365, although the core hours of operation are 6am to 7pm CST, Monday through Saturday.
Please note: this position requires the ability to obtain a Public Trust security clearance.
Training Schedule: Leidos will provide basic training on the systems that will be used. The training schedule will be 1-2 weeks (M-F) where the candidate will work with a trainer from 6am to 2:30pm CST. The selected candidate will need to attend this training during these hours.
Other Information: Laptop, headset, mouse, Polycom phone, and keyboard provided by the company.
If this sounds like the kind of environment where you can thrive, keep reading!
Primary Responsibilities
Provides phone support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors
Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems
Addresses support requests received over the phone or through email and web-based systems
Provides prompt, courteous, and professional response to user calls during supported hours
Provides a single, identified point of contact for all Help Desk and change request services
Updates and maintains Help Desk records in accordance with established support procedures
Performs account password administration and processes new user account requests
Develops, maintains, and executes standard Help Desk 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
Processes standard change request (Remedy tickets) for Installations, Moves, Adds, and Changes (IMAC’s)
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
Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
Basic Qualifications
High school diploma with 1+ year experience
Strong written and oral communication skills
Strong computer hardware and software skills
U.S. Citizen
Ability to obtain and maintain a public trust security clearance
Must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills
Must have excellent customer service skills with the ability to communicate clearly and effectively also experience in following documented policies and procedures
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 procedures
Must be able to adhere to the training schedule without any absences
Use of own high-speed internet must be provided by the help desk support agent
Designated workspace that is quiet and free of loud noise that may be distracting to your customer
Must be flexible and willing to work different shifts upon changing business needs
Must be flexible and willing to work weekends and holidays as needed
Preferred Qualifications
Experience troubleshooting Apple macOS (OSX) and iOS hardware and software
Experience working for home in an IT support role
Experience with Windows 10 and Microsoft Office 2016 or later
Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting
Original Posting Date:
2024-04-01While 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 $28,600.00 - $51,700.00The 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.
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