Apply on Employer Site

Leidos · 11 hours ago

Help Desk Support (Tier 1)

Orlando, FL

Full-time

Onsite

Entry Level

$46K/yr - $82K/yr

1+ years exp

Leidos is an industry and technology leader serving government and commercial customers. They are seeking a Help Desk Specialist (Tier 1) to provide support for the Advanced Battle Management System, troubleshooting access issues and managing help desk calls. The role involves logging calls, escalating issues, and ensuring timely resolutions for end users.

ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Receive, manage and respond to Help Desk calls supporting the current contract

Provides Help/Service Desk support to end users on a variety of issues

Identifies, researches, and resolves problems

Ability to diagnose data communications problems

Responds to telephone calls, email and personnel requests

Document, track and monitor problems to ensure a timely resolution

Schedule testing events with customers

Enter Help Desk tickets accurately and grammatically correct in Help Desk tools

Ability to research and/or contact sources for information to respond to customer needs

Communicate well with Executives, Managers, Peers, and Customers

Support and sustain Air Force Advanced Battle Management System

Work with vendors, the Government, carriers, and technical staff on network implementation, troubleshooting, optimization and ongoing management

Support tickets and manage incidents, service requests, and problems through their full life cycle

Perform incident analysis to determine possible cause and potential fix

Develop, implement, and monitor policies and standards for allocation related to the use of computing resources

Work under little to no supervision, providing solutions to high-level technical problems of system-wide scope or complexity

Document status updates and communicate to necessary parties

Document troubleshooting steps and knowledge articles for Help Desk team

Ability to learn customer support essentials to provide Tier 1 level support to customers

Demonstrate consistent active listening skills

Escalate more complex issues

Generate reports from the Help Desk tools

Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support

Willingness to work outside of normal business hours to support events

Qualification

Help Desk SupportCompTIA Security+Information Technology DegreeM365 ApplicationsIncident ManagementTechnical TroubleshootingCustomer ServiceActive Listening

Required

BS degree in Information Technology, Computer Science, or technical related field with at least 1 year of relevant helpdesk experience. Additional years of experience may be considered in lieu of degree

Active and current Secret clearance is required

CompTIA Security+ or equivalent DoD 8140 Intermediate certification required

Must have a desire to learn and work within a team environment and have at least one year of experience in an organization supporting a US Government/ program

Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers

Experience in handling sensitive data for commercial and/or Government customers