IT Service Desk Technician

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

Job summary

Lensa is seeking an IT Service Desk Technician to join the Tier 1 support team at Leidos. This fully remote role involves addressing technical inquiries regarding hardware and software for employees and subcontractors, providing excellent customer service while maintaining accurate records through a ticketing system. With a focus on resolving issues promptly, the Technician will play a crucial role in supporting a diverse customer base, ensuring service expectations are met or exceeded.

Qualifications

• 1 year of technical customer service experience required.
• Must obtain a public trust security clearance.
• Ability to adapt to change and interact positively with customers.

Responsibilities

• Provide technical support for hardware and software inquiries.
• Act as the first point of contact for customers needing support.
• Troubleshoot issues and escalate unresolved problems.

Skills

Customer Service

Communication

Technical Support

Education

High school diploma or equivalent

Tools

Microsoft Office Tools

Ticketing System

Job description

Lensa is the leading career site for job seekers at every stage of their career. Our client, Leidos, is seeking professionals. Apply via Lensa today!

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 onlyand 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.

#Remote

REQNUMBER: R-00157422

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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