IT Service Desk Technician

Vodafone; United States; Remote; USD 34,000 - 63,000; Full time

Job summary

A leading company is seeking IT Service Desk Technicians for a fully remote Tier 1 role. Technicians will provide critical customer support regarding technical inquiries and issues, ensuring satisfying service experiences. This position includes a structured training program and demands strong interpersonal skills.

Benefits

Paid training

Qualifications

• 1 year of technical customer service experience is required.
• Must be a U.S. Citizen and able to obtain a public trust security clearance.

Responsibilities

• Respond to technical inquiries and troubleshoot hardware/software issues.
• Assist Tier 1 issues via multiple communication channels.

Skills

Customer service

Communication

Technical troubleshooting

Internet navigation

Microsoft Office Tools

Education

High school diploma or equivalent

Job description

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.

Leidos is seeking IT Service Desk Technicians to be a member of the Tier 1 IT Service Desk team. This position is fully remote. The IT Service Desk Technician will effectively and accurately respond to or properly route inquiries regarding any combination of Leidos hardware in software for all Leidos employees and subcontractors worldwide. The Technician must provide the customer with accurate and complete responses, provide appropriate troubleshooting for both hardware and software, input correct information into the ticketing system, while meeting and exceeding their service expectations. May have to perform work for multiple service desk programs.

Training Information:

• 8:00am - 5:00pm CST Monday-Friday for 3 weeks
• Must be able to adhere to training schedule
• This is paid training
• Prior to exiting training period, a picture of Leidos equipment set up properly must be provided to management

**Please Note: Since MSS is a shared services organization, the Service Desk(s)/Help Desk(s) you support and the shift you are assigned can change after onboarding based on business needs. Any changes are discussed with affected employees prior to change in responsibilities.

Pay: $19.00/hr

Primary Responsibilities:

A Service Desk Technician acts as the first point of contact between customers who need technical support and the Leidos CIO. Technicians resolve simple problems and escalate unresolved problems to the specialized support individual/teams. A service desk Technician provides this support via omnichannel routing. Tickets can be generated via inbound phone calls, chats, email, AI bot, web interface, and other forms of communication offered to the customer that is being supported. Service Desk Technicians assist users with Tier 1 issues to the best of their ability, relying on their training, knowledge, and documentation. Technicians are expected to be courteous, polite, have strong customer service skills, have a strong familiarity with technology, and provide a work environment conducive to positive interactions with the customer. The service desk Technician will effectively and accurately respond to or properly route inquiries regarding any combination of Leidos hardware in software for all Leidos employees and subcontractors worldwide. The Technician must provide the customer with accurate and complete responses, provide appropriate troubleshooting for both hardware and software, input correct information into the ticketing system, while meeting and exceeding their service expectations. Regardless of the primary task being performed, all service desk technicians are expected to answer inbound calls.

Basic Qualifications:

• High school diploma or equivalent and 1 year of technical customer service experience
• Ability to obtain and maintain a public trust security clearance to effectively support multiple programs in a shared services environment.
• U.S. Citizen.
• Strong oral and written communication skills, with a strong focus on quality and attention to detail.
• Strong customer service skills, able to build rapport, have a warm demeanor over the phone, confidently convey information and exceed customer expectations.
• Must be able to adjust quickly to changing priorities and conditions, copes effectively with complexity and change.
• Competent in Internet navigation, Dual-Screen usage, Microsoft Office Tools, Windows and other software applications as appropriate.
• Ability to interact positively with customers, peers and supervisors.
• Must be able to adhere to the training schedule without any absences.
• 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.

Original Posting:
April 11, 2025
For U.S. Positions: While 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 $34,450.00 - $62,275.00

The 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.

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