IT Help Desk Associate — Customer-Focused Support

Via Logic LLC; Washington (District of Columbia); On-site; USD 32,000 - 58,000; Full time

Job summary

Leidos in Washington, DC seeks an IT Customer Support Junior Associate to provide on-site helpdesk support for a federal customer. You will troubleshoot issues, open and escalate tickets, and document actions for tracking in a ticketing system.

The role emphasizes strong customer service and clear communication in a fast-paced environment. You will work as part of a team in Washing DC, deliver walk-up and phone support, and determine problem areas (hardware, software, telecom) to route to the

Qualifications

• High School diploma and a minimum of 1 year professional experience.
• Familiarity with Microsoft Office Suite applications.
• Excellent customer service, communication, organizational skills.
• Strong desire to pursue a career in Information Technology.
• Must be able to obtain and maintain a Public Trust security clearance prior to start.
• Must have a US Citizenship.

Responsibilities

• Greet customers via phone, ascertain issue, resolve if possible, open tickets, escalate as needed.
• Work as part of a team on-site in Washington, DC.
• Understand IT concepts and procedures in a Service Desk environment.
• Provide walk-up support and document actions for tracking.
• Support end users with strong customer service and effective communication.
• Identify problem areas (hardware, software, telecom) and route to correct team.
• Document status updates and communicate with stakeholders.
• Follow up with users until problem resolution is achieved.
• Record calls in the ticketing system with clear work notes.

Skills

Customer service

Communication

Organizational skills

Education

High School diploma

Associates degree or equivalent in IT

Tools

ServiceNow

Microsoft Office

ITIL

HDI

CompTIA

Microsoft Azure

Job description

Leidos in Washington, DC seeks an IT Customer Support Junior Associate to provide on-site helpdesk support for a federal customer. You will troubleshoot issues, open and escalate tickets, and document actions for tracking in a ticketing system.

The role emphasizes strong customer service and clear communication in a fast-paced environment. You will work as part of a team in Washing DC, deliver walk-up and phone support, and determine problem areas (hardware, software, telecom) to route to the