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