Junior Service Desk Technician

Leidos Inc; Washington (District of Columbia); On-site; USD 32,000 - 58,000; Full time

Job summary

Leidos Inc. is seeking an IT Customer Support Junior Associate to be onsite at our headquarters in Washington, D.C. The role involves helping federal customers by troubleshooting issues, opening tickets, and escalating where needed.

You will work as part of a team and provide timely follow-up on incidents. The position requires a High School diploma with 1+ year of professional experience, familiarity with Microsoft Office, and a strong customer-service orientation.

Qualifications

• High School diploma and at least 1 year professional experience.
• Proficiency with Microsoft Office Suite.
• Excellent customer service, communication, and organizational skills.
• Willing to obtain and maintain a Public Trust security clearance.
• US Citizenship required.

Responsibilities

• Greet customers via phone, ascertain issue, resolve or open tickets, escalate as needed.
• Work as part of a team located in Washing DC.
• Provide walk-up support for common issues and document actions for tracking.
• Identify functional area of the problem (hardware, software, telecom).
• Document status updates and communicate to stakeholders.
• Follow up with users until issue resolution.
• Record calls in the ticketing system with clear work notes.
• Support day‑to‑day objectives and implement new processes.

Skills

Customer service

Communication

Organizational skills

Teamwork

Problem-solving

Education

High School diploma

Associates degree or equivalent in Information Technology

Public Trust security clearance

US Citizenship

Tools

Microsoft Office

ServiceNow

Job description

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 elevate 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; elevate 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

Pay Range $31,850.00 - $57,575.00

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.