User Support-Help Desk Technician

Leidos•Piketon, OH

1d•Onsite

About The Position

Leidos is seeking a User Support – Help Desk Technician to provide first point of IT contact for users for the infrastructure and remediation contractors at the Portsmouth site (Piketon, Ohio). The User Support – Help Desk Technician performs as part of a dedicated and customer-focused IT team to ensure that all end-user needs are met. The position provides a range of IT services, including first level technical support - troubleshooting hardware, software, and network issues for end-users via phone, email, or in-person. Using the IT Service Management (ITSM) System to create and distribute work orders to the correct IT team member or queue. Position would be M-TH 10 Hour Days Primary Responsibilities: The ideal candidate will be responsible for providing direct user support for standard desktop utilities and business applications. Will serve as the help desk contact for the site IT services and will demonstrate a personal commitment to safety and quality. Serves as the first point of contact for users needing technical assistance, IT guidance, or to submit IT requests. Responsible for diagnosing and resolving technical problems, facilitating timely resolutions to maintain productivity, and ensuring high-quality customer service. Informs IT service administrators of problems to be resolved and coordinates the resolution between the service administrator and the functional users. Maintains related documentation and technical information. Provides break-fix support of existing/new hardware, software, and system initiatives directly to end-users. Documents issues and progress in the ITSM system. Deployment and retrieval of mobile devices to end users, including a brief tutorial to familiarize the user with the device. Familiar with standard concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Accomplishes all tasks as appropriately assigned or requested.

Requirements

Must be able to obtain and maintain a U.S. Department of Energy (DOE) security clearance at an L level.
Requires a high school diploma or equivalent and at least 1+ years of relevant experience in an IT support or helpdesk environment.
Knowledge of PC and desktop hardware.
Knowledge of Microsoft Windows platforms.
Strong, demonstrated customer service orientation.
Proven analytical and problem-solving abilities to mitigate end-user downtime.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Able to lift/move up to 10 lbs.

Nice To Haves

Related industry-recognized certifications such as CompTIA A+.

Responsibilities

Providing direct user support for standard desktop utilities and business applications.
Serving as the help desk contact for the site IT services.
Serving as the first point of contact for users needing technical assistance, IT guidance, or to submit IT requests.
Diagnosing and resolving technical problems, facilitating timely resolutions to maintain productivity, and ensuring high-quality customer service.
Informing IT service administrators of problems to be resolved and coordinates the resolution between the service administrator and the functional users.
Maintaining related documentation and technical information.
Providing break-fix support of existing/new hardware, software, and system initiatives directly to end-users.
Documenting issues and progress in the ITSM system.
Deployment and retrieval of mobile devices to end users, including a brief tutorial to familiarize the user with the device.
Accomplishing all tasks as appropriately assigned or requested.