Service Desk Technician Sr Spec

Leidos QTC, is seeking a Service Desk Technician Sr. Specialist to provide first level internal customer support by quickly and accurately managing incidents in a timely manner.

This position will ultimately be remote, but will require you to be onsite in San Dimas, CA for the first 30 days.

Leidos QTC Health Services is the nation’s largest provider of disability and occupational health examination services. We are PASSIONATE about our country’s veterans, UNITED as a team and INSPIRED to make a difference.

Position Responsibilities:

• Provide first level contact and resolution of issues for users in all locations nationwide
• Quickly and accurately manage incidents in the system, gather required information, document and determine scope and impact
• Troubleshoot and resolve System/Application issues in a timely manner (e.g., password resets, software/hardware support request, etc.)
• Follow-up with customers, provide feedback and see issues through to resolution accurately tracking all service interactions
• Effectively maintain established Service Level Agreement for IT Automated Call Distribution (ACD) and Helpdesk ticket SLA’s
• Provide live support for internal users as well as external customers using remote support/collaboration tools
• Review and modify incidents and ensure proper categorization
• Provide account management/administration for supported systems and/or applications (e.g. New account creations, access/group management and account terminations/disabling
• Collect required information for escalation including prioritization, user communications, testing and validation of the issue/resolution
• May provide advice and demonstrate user of software/hardware to end users
• Use sound decision-making process to solve problems
• May participate in User Acceptance Training (UAT) activities and new system/application testing as necessary
  

We seek candidates w/ the following skills/competencies:

• Working knowledge of phone support using remote support/collaboration tools
• Strong and timely written and verbal communication skills
• Strong customer service skills both verbal as well as written
• Solid organization and planning skills, with strong attention to detail
• Ability to effectively prioritize workload and multi-task
• Advanced knowledge of MS Windows, MS Office Suite, E-Mail clients, MS Active Directory role/function and Web Browsing techniques
• Advanced knowledge of web-based applications and related technologies/platforms
• Advanced knowledge and practical usage of Networking protocols (e.g., TCP/IP, DHCP, DNS, etc.)
• Advanced knowledge of network printer configurations
• Ability to effectively document (e.g. User Guides, Admin Guides, IT procedures)
• Ability to perform basic hardware troubleshooting and connectivity issues

 Required:

• High School Diploma, or equivalent GED
• 9-14 years of PC Support/Helpdesk experience
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Pay and Benefits:

Pay Range: $31 - $37 per hour w/ 6% bonus eligibility

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here: Join Our Team | Jobs & Career Opportunities | Leidos QTC Health Services (qtcm.com)

The Leidos QTC Health Services 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): geographic location, 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.

Leidos QTC Health Services. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

* This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.