To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. 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 Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00066278
Location: Clinton, MS
Category: Customer Support
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: Yes, 100%
Clearance: None
Referral Eligibility: Ineligible
Group: Civil

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Description

Job Description:

Looking for an opportunity to make an impact? Leidos is hiring customer service oriented Tier 1 Service Desk agents to provide efficient and accurate customer service and technical support in a 365x24x7 Service Desk.

Schedule: 5 days a week, no overtime. Shifts will vary. A rotation of working holidays will be expected.

The selected candidate will provide professional, courteous, resourceful support to all incoming calls.  Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology. Attention to detail is necessary to manage complexity of contact.  Proven ability to perform in a fast-paced environment and manage multiple tasks at once.

Location: Clinton, MS (Due to COVID, this position is currently remote, however post COVID this position may be expected to return to the office). There will be a 1-2 week onsite training.

Responsibilities:

  • Adhere to approved Standard Operating Procedures (SOP), written or otherwise
  • Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead
  • Utilize instant messaging for communication between peers and leads for assistance (refrain from leaving assigned desk for communication as much as possible)
  • Provide first level End User contact and resolution
  • Obtains customer information by answering telephone calls and emails
  • Guide users through setting up appointment
  • Follow communication “scripts” when handling different topics
  • Properly diagnose issues and route unresolved issues to the next level of support
  • Accurately document user’s information in ticketing system during and after each call

Requirements:

  • High school diploma (some college preferred)
  • 1+ years call center/customer service representative experience
  • High volume customer service skills
  • Strong phone handling skills
  • Excellent communication skills and documentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Comply with pre-determined and provided times allotted for work schedule, breaks and lunch.
  • Must be flexible to work some nights, holidays and weekends
  • Always remain professional and courteous when engaging end users
  • Preferred skill with ticketing systems, (ServiceNow, etc.)
  • Provide excellent customer service 
  • Provide excellent verbal and written communication skills
  • Microsoft Office Suite experience

Pay Range:

#Remote

COVID Response

Effective October 1, in order to enter Leidos facilities in the US and to attend Leidos business events outside our facilities, employees will be required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry.  Effective December 8, all Leidos employees must be fully vaccinated (2 weeks past final dose) unless they are entitled to a legal accommodation. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC. 

About Leidos

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, civil, and health markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021.  For more information, visit www.Leidos.com.

Pay and Benefits

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.

Securing Your Data

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 [email protected].

Commitment to Diversity

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.

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