Leidos Digital Solutions, Inc. (DSI) is seeking a Software Helpdesk Analyst to join our Customer Service Center team. This is an early to mid-career opportunity for candidates with strong communication skills, advanced customer service focus, and analytical troubleshooting abilities. We serve high profile customers including clients on Capitol Hill with users in all branches of federal, state and local governments as well as commercial clients. DSI delivers industry-leading digital communications and workflow software along with excellent customer support. This position provides an opportunity for growth from basic to advanced technical knowledge and support levels within our service center.
Routine tasks include answering helpdesk calls, opening and documenting tickets and providing a variety of support functions from basic to advanced which may include:
User account creation in Active Directory and within our software.
Providing how-to instructions on software for new and advanced users
Business process needs analysis for customer consultations
Troubleshooting various items including but not limited to: software defects, html newsletters, webforms, and various IT environmental configurations that affect software usage.
Writing queries within the software based on customer specifications.
Adjusting configurations of customer software systems.
Recommending the use of software capabilities to re-inforce customer retention.
Directing customers to various resources such as training options, sales, project management or other needs.
Typically requires BS degree and 2 - 4 years of prior relevant experience or Masters with less than 2 years of prior relevant experience.
The successful candidate is able to work independently, taking initiative and ownership of issues. He or she will be able to exercise good judgement when deciding it is necessary to collaborate or escalate an issue. Support decisions are made with consideration of the end-to-end customer experience.
Standard qualifications include:
At least two years of professional experience, preferably providing software support.
Strong communication skills with ability to demonstrate active listening as well as presenting relevant information accurately, succinctly and effectively.
Advanced customer service skills including active follow-up, anticipating needs and ensuring complete satisfaction for an excellent customer experience.
Demonstrable analytical troubleshooting and critical thinking skills with ability to pinpoint root causes for various technical errors.
Ability to gather customer requirements, analyze business needs, design and deliver technical solutions.
Ability to troubleshoot network connectivity for computers and printers
Knowledge of the latest PC and Mac OS configurations/environments
Familiarity with corporate domain environments including Active Directory, IP configurations, subnets, browser configurations, and security settings affecting web-based software access and usage.
Knowledge of MS Office 2016 including Word, Excel, and Outlook (including exchange calendar settings)
Basic knowledge of relational databases.
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.