At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Mission Support Services (MSS), under the Repeatable Offerings organization, is seeking an IT Service Desk Agent to join our CIO Corporate Service Desk (CSD) team. This position will support our Leidos CIO customers. However, the candidate must be willing to support other Service/Help Desks based on MSS’ overall business needs. This means the Agent can be a shared/hybrid Agent (supporting more than CIO CSD) and/or moved to another Service/Help Desk.
The successful candidate will be responsible for answering calls, logging the calls into the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, to assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer and include number of call responses, length of calls, abandonment rate and customer survey ratings. The ability to interface well with customers at all levels of seniority in a variety of different organizations is essential to success in this position, as are excellent written (ticket documentation) and verbal communication skills. Additionally, the candidate must adhere to attendance and schedule requirements. This position requires the ability to obtain a Public Trust security clearance; however, higher clearance levels may be required, dependent on customer requirements.
Schedule: Our CIO CSD operation is staffed 24x7x365. Shifts are 8.5 hours with a 30-minute lunch break and are distributed based on business needs. Rotational work on holiday is required.
Req1: This opening is to fill a 7:00 AM to 3:30 PM EDT/EST need.
Req2: This opening is to fill an 8:00 AM to 4:00 PM EDT/EST need.
However, there may be a need for the candidate to adjust shifts or work additional hours on a temporary and/or permanent basis due to business needs. Also, for training weeks, shift will need to be adjusted, and length of training is dependent on candidate’s prior CSD experience.
Primary Responsibilities
Provides prompt, courteous, and professional responses to all customers.
Addresses support requests received over the phone, chat, through email and/or web-based systems (any omnichannel used by the customer).
Performs account password administration and processes new user account requests.
Troubleshoots hardware/software issues or other end user issues.
Follow Knowledge Base Articles (KBAs) when handling different topics.
Properly diagnose issues and route unresolved issues to the next level of support.
Accurate and thorough documentation of user’s information, reason for contact, all troubleshooting and/or resolution steps in ticketing system for each contact. As well as any other required documentation in the ticket.
Manages the user’s expectations; provides information that will give details for a possible resolution or when they can expect to be contacted again.
Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided, if necessary call the user to update them on progress
Maintains and executes standard Service Desk internal operating procedures.
When applicable, follows security requirements as requested by the Government Security Officer.
Remain in queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your leadership.
Requirements
Prior CIO CSD experience as a Tier 1 Agent
Opportunity is open to existing MSS or former 1901 Group employees
High school diploma with 1+ year experience
Strong written and oral communication skills
Strong computer hardware and software skills
U.S. Citizen
Ability to obtain and maintain a public trust security clearance (or higher clearance when required)
Must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills
Must have excellent customer service skills with the ability to communicate clearly and effectively also experience in following documented policies and procedures
Must have a desire to learn new skills and take the initiative to improve their performance through on the job training
Must be available to assist in development and modification of procedures
Must be able to adhere to the training schedule without any absences
Use of own high-speed internet (minimum of 50 mbps) must be provided by the help desk support agent
Designated workspace that is quiet and free of loud noise that may be distracting to your customer
Must be flexible and willing to work different shifts upon changing business needs
Must be flexible and willing to work weekends and holidays as needed
When applicable, ability to complete upskilling training and obtain any required certifications.
Preferred Qualifications
Experience troubleshooting Apple macOS (OSX) and iOS hardware and software
Experience working for home in an IT support role
Experience with Windows 10, Microsoft Office 2016/M365 or later
Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting
Original Posting Date:2025-02-12While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:Pay Range $30,550.00 - $55,225.00The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.