Leidos Washington , DC 20319
No two career paths will ever look the same. At Leidos, we know the most talented and diverse IT and engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.
Our Civil business is helping to modernize and manage infrastructure, systems and controls, and cyber security for civilian agencies and commercial clients around the globe. With core competencies in information technology, energy and environment, complex logistics, and specialized engineering, we solve technical challenges and implement newfound efficiencies on a number of programs!
Protect yourself and your family, with the benefits of working for a world-class employer. When you join Leidos, you join a Fortune 500 company and one of Ethisphere Institute's "World's Most Ethical Companies" Leidos...We strive to make the complex clear.
Duties and Responsibilities:
Provide one-on-one customer support to users of ITADD applications and systems including but not limited to Sentinel, Delta, Guardian, CyberGuardian, eGuardian, FISAMS, FISANOMS, ORION, ReBRSA, VETT2g, TSFIDS, and other applications as they are deployed in the ITADD suite.
Operate the help desk phone system/or and service desk tracking system, answer incoming user calls or requests, log tickets and service requests, review incoming tickets and service requests, research and provide resolution to user problems, escalate tickets and requests to appropriate personnel, as well as monitor and report on service desk performance.
Ongoing service desk operations and as such shall be required to provide business and project management support to ensure that specified tasks are planned and executed in an efficient and timely manner.
ddvise government personnel on incremental changes that could lead to continuous improvement in service desk delivery and customer satisfaction.
Previous experience in service desk operations and execute a training program for service desk support staff to ensure that operational service desk technicians have the knowledge required to assist users directly through their initial contact with the service desk.
Requires high school diploma or equivalent and 5+ years of prior relevant experience.
Must have the ability to become proficient in system use and interoperability.
Must be capable of evaluating and providing resolution for user tickets independently, documenting resolution in the appropriate ticketing system and communicating directly with users
Must have a minimum of two years of IT or customer support experience.
Leidos is a global science and technology solutions leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company's diverse employees support vital missions for government and commercial customers. 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.