The IT Service Desk agent supports achievement of the Corporate Service Desk (CSD) Service Level Objectives by completing work within designated time frames; adhering to policies and procedures; and providing excellent customer service to all callers. Agents respond to Leidos employees' inbound calls, online submissions, and/or emails within the required time parameters. Agents use sound judgement and demonstrate resilience and flexibility when dealing with diverse customers.
Typically requires high school diploma or equivalent and 2 - 4 years of prior relevant experience.
• Handle Tier 1 help desk escalations through tickets or phone
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on-boarding process
• Support mobility devices
• Other duties may be added and/or assigned as needed
High School Diploma or equivalent, 3+ years of applicable work experience
Experience supporting Windows 7, Windows 10, and MS Office 2013.
Strong analytical and follow through skills.
Strong verbal and written communications skills.
Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments.
Ability to work well independently on defined tasks.
Ability to work well as part of a team.
Available to work any shift
Previous Service Desk Experience
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .
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. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .
Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to firstname.lastname@example.org .
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.