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Job #: R-00008586
Location: Albuquerque, NM
Category: Customer Support
Schedule (FT/PT): Full time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance Required: None
Referral Eligibility: Ineligible
Group: Civil

Job Description:

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.

Primary Responsibilities:

• 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

Basic Qualifications:

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

Preferred Qualifications:

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 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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