Junior Service Desk Technician

Leidos; Washington; On-site; USD 32,000 - 58,000; Full time

Job summary

Leidos is seeking a IT Customer Support Junior Associate to be onsite at our customer’s headquarters in Washington, DC. The role focuses on troubleshooting, ticket handling, and escalation to ensure timely incident resolution.

The successful candidate will provide friendly end-user support, document actions in the ticketing system, and contribute to day-to-day IT service desk operations within a federal environment.

Qualifications

• High School diploma and at least 1 year of professional IT/helpdesk experience.
• Familiarity with Microsoft Office Suite applications.
• Excellent customer service, communication, and 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 by phone, determine issue, open tickets and escalate as needed.
• Work as part of a team in Washing DC and provide hands-on IT support.
• Utilize ticketing system and document actions for tracking.
• Escalate complex issues to the appropriate team and document resolutions.
• Provide end-user support with strong customer service focus.
• Document status updates and communicate with relevant parties.
• Follow up with users until problems are resolved.

Skills

Customer service

Communication

Organizational skills

IT interest

Education

High School diploma and 1 year experience

Associates degree in Information Technology or related field

Tools

ServiceNow

Microsoft Office Suite

Job description

Looking for an exciting new step in your IT career?

Leidos has an exciting IT Customer Support Junior Associate opportunity working onsite at our customer’s headquarters located in Washington, D.C.

A highly motivated information professional who is interested in pursuing a career in Information Technology. This individual delivers excellent service to our federal customer by troubleshooting technical issues, resolving tickets promptly, and documenting incidents that require escalation.

Primary Responsibilities:

• After an initial acclimation period, you will be responsible for greeting our customers via phone calls, ascertain the nature of the call, resolve issues where possible, open tickets via a ticketing system, and expedite to the appropriate work groups, when necessary.
• This position is a “hands-on” position working as part of a team located in Washing DC.
• Knowledge of commonly-used IT concepts, practices, and procedures within a Service Desk environment.
• Provide walk up support for common issues; escalat...e complex cases to the correct team and document actions for tracking.
• Ability to effectively support end users with great customer service.
• Determine the functional area of the problem being reported, e.g. hardware, software, telecommunications.
• Document status updates and communicate to necessary parties.
• Provide follow-up to the user on the status of the problem until resolution.
• Document the phone calls via the ticketing system, and supply work notes so that other technicians will understand the customer’s needs.
• Works to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support.
• Resolves routine problems and issues, with clearly prescribed solutions.

Basic 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.

Preferred Qualifications:

• Associates degree or equivalent in Information and Technology, computer science or a related field.
• One Relevant certification (e.g., , ITIL, HDI, ServiceNow, , CompTIA, Microsoft Azure, etc,)
• Customer service background.
• Familiarity with ServiceNow.

Rate $40K-$50K

If you’re looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo because the mission demands it. We’re not hiring followers. We’re recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We’re already at step 30 and moving faster than anyone else dares.

Pay Range $31,850.00 - $57,575.00

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.