Description

Leidos 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.

Primary Responsibilities

• Receive, manage and respond to Help Desk calls supporting the current contract
• ProvidesHelp/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-tierintegration 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

Basic Qualifications

• Requires high school diploma or equivalent and 1+ years of prior relevant experience.
• Proven active listening skills that enables the ability to understand the customer interests and requests.

Preferred Qualifications

• Working knowledge of Remedy and RemedyForce