ESD Tier 1 Technician

Description

Job Description:

Leidos is seeking ESD Tier 1 Technicians to support the Federal Trade Commission (FTC) contact. Tier 1 technicians have the entry point responsibility of assisting federal employees and contractors with their IT related issues. Contacts are received through phone calls, emails, chats, and self-service web submissions. The responsibility of a Tier 1 Technician is to provide in-depth technical, application, and computer-based support with the highest level of customer satisfaction. In some cases, the Tier 1 Technician will create and route tickets and/or escalate issues to the proper support group while maintaining total contact ownership.

You will work in a fast-paced and diverse environment and will have a management team that encourages your career development and growth. In this role, you will gain many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools.

This position requires shift flexibility to support a 24x7 operation 365 days a year. Must be available to work nights, holidays, and weekends when necessary.

This position is located at the Leidos office in Albuquerque, NM, but does also have the ability to be performed remotely.

Primary Responsibilities

• Provide Service Desk support to end users on various issues

• Identify, investigate, and resolve technical issues while thoroughly and efficiently creating, documenting, and closing of ServiceNow tickets.

• Respond to inbound and outbound phone calls, email, chat, and self-service technical issues while providing the highest level of customer satisfaction.

• Has deep knowledge of commonly used IT concepts, practices, and procedures within a particular field.

• Able to coordinate across various tiers and groups to ensure accuracy, consistency, and timely resolution of tickets and/or various system issues.

• Perform under pre-established processes and guidelines while working autonomously and must maintain positive productivity levels.

• Maintain a positive relationship with fellow peers, cross functional teams & leadership.

• Accurately document all required information into the ticketing system to include customers information, user’s issues, troubleshooting steps taken, next steps, Knowledge Base Articles (KBAs) utilized, and any additional information needed for resolution.

• Resolve issues on the first point of contact to achieve first call resolution, or within the appropriate timeline to meet internal and external metrics.

• Utilize, contribute to, and flag necessary KBA updates to the knowledgebase database to keep the knowledgebase articles up to date.

• Assist in other duties assigned by operations management as necessary.

Basic Qualifications

• Typically requires BS Degree and 2-4 years of prior relevant experience or master’s degree with less than 2 years of prior relevant experience. In lieu of a degree 6 plus years of experience may be considered.

• Experience working with and troubleshooting Windows, Mac, iOS, and Linux Operating Systems.

• Must be available to work non-standard hours during peak times.

• Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.

• Ability to establish and maintain productive working relationships with all levels of staff and the customer.

• Collaborative, works as part of a team to successfully achieve common goals

• Empathetic to the customer and what they are feeling while being passionate about helping others

• Actively Listens and is able to quickly distill provided information and insights

• Conscientious, organized, and dependable; always meets deadlines and commitments

• A passion for quality and excellence.

• Demonstrated commitment to continuous professional growth.

• Competency in ServiceNow ITSM tool

• Obtain & maintain a Public Trust Clearance.

• Must be a US Citizen.

Pay Range:

The Leidos pay range for this job level is a general guideline only and 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.

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