Help Desk Agent


Job Description:

Leidos is seeking a Help Desk agent supporting several federal customers in our facility in Albuquerque, NM.

Our Help Desk operation is staffed 24x7x365, although the core hours of operation are 6AM to 6PM Central time and most staff will work on staggered shifts during that timeframe, but willing to work any shift as business needs change.

Location: Onsite in Albuquerque, NM Leidos of

The successful candidate will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer and include number of call responses, length of calls, etc. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills.

Specific duties of the position include but are not limited to:

•Provides phone support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors;

•Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems;

•Addresses support requests received over the phone or through email and web-based systems;

•Provides prompt, courteous, and professional response to user calls during supported hours;

•Provides a single, identified point of contact for all Help Desk and change request services;

•Updates and maintains Help Desk records in accordance with established support procedures;

•Performs account password administration and processes new user account requests;

•Develops, maintains, and executes standard Help Desk operating procedures;

•Follows security requirements as requested by the Government Security Officer;

•Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress;

•Processes standard change request (Remedy tickets) for Installations, Moves, Adds, and Changes (IMAC's)

• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead.

•Manages the user's expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again; and

Candidates must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills. Candidates must have excellent customer service skills with the ability to communicate clearly and effectively also experience in following documented policies and procedures. Candidates must have a desire to learn new skills and take the initiative to improve their performance through on the job training. Candidates must be available to assist in development and modification of procedures.

Required Experience and Education:

• High school diploma with two years' experience

• Strong written and oral communication skills

• Strong computer hardware and software skills

Preferred Experience:

• Experience troubleshooting Apple macOS (OSX) and iOS hardware and software

• Experience working for home in an IT support role

• Experience with Windows 10 and Microsoft Office 2016 or later

• Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting

Pay Range: