IT Service Desk Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to both inbound and outbound inquiries, delivering timely and accurate customer support.

• Offer Tier 1 Service Desk assistance through a collaborative service desk model.

• Act as the primary point of contact for troubleshooting hardware and software issues.

• Handle support requests via phone, chat, email, and web-based platforms.

• Utilize Knowledge Base Articles to manage various topics effectively.

• Identify issues and escalate unresolved problems to higher support levels.

• Record user details, reasons for contact, troubleshooting efforts, and solutions in ticketing systems.

• Manage account password administration and process requests for new user accounts.

• Set user expectations and provide resolutions or follow-up information.

• Deliver prompt, courteous, and professional responses to all inquiries.

• Uphold and implement standard and internal operational procedures.

• Comply with security protocols as directed by the Government Security Officer.

• Monitor customer issues to ensure timely and satisfactory service resolution.

• Remain available in the queue during designated shifts.

• Complete training for new hires, as well as monthly, annual, program-required, and ad-hoc training sessions.

• Adapt to support various programs and shifts as business requirements evolve.

⛳️ Requirements

• High school diploma with at least 1 year of relevant experience.

• Proficient written and verbal communication skills.

• Strong skills in computer hardware and software.

• Must be a U.S. Citizen.

• Comprehensive understanding of Service Desk operations and the technical aspects of the role.

• Familiarity with Windows and/or Mac technical skills.

• Exceptional customer service abilities with clear and effective communication skills.

• Experience adhering to established policies and procedures.

• Capability to interact positively with customers, colleagues, and management.

• Willingness to learn new skills and enhance performance through on-the-job training.

• Ability to assist in the development and modification of Knowledge Base Articles.

• Commitment to adhering to the training schedule without absences.

• High-speed internet connection of at least 50 Mbps as provided by the technician.

• A quiet, designated workspace that is free from distracting noise.

• Flexibility to work different shifts based on business needs.

• Adaptability to support various programs within a shared service desk environment.

• Willingness to work weekends and holidays as required.

• Ability to obtain Public Trust Clearance.

• Preferred: experience with ITSM or CRM applications.

• Preferred: experience with ACD/IVR applications.

• Preferred: experience troubleshooting Apple macOS and iOS hardware and software.

• Preferred: experience working from home in an IT support capacity.

• Preferred: experience with Windows 10 and Microsoft Office Suite 2016 or later.

• Preferred: experience with Microsoft Active Directory for password resets, account unlocks, account creation, and troubleshooting.

• Preferred: Azure experience and/or certifications.

• Preferred: ITIL 4 Foundations experience and/or certification.

🏝️ Benefits

• Health and Wellness programs.

• Income Protection.

• Paid Leave.

• Retirement benefits.

• Basic training on the systems used, provided by Leidos.

• Monthly, annual, program-required, and ad-hoc training opportunities.

• Full-time remote position.