Leidos Hiring for Software Helpdesk Analyst Job at Vienna, VA Full Time

Description

Job Description:

Leidos Digital Solutions, Inc. (DSI) is seeking a Software Helpdesk Analyst to join our Customer Support 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.

Primary Responsibilities

The Software Helpdesk Analyst provides technical support to high profile government customers by telephone, email and online chat. Support activities include proprietary software end-user assistance, desktop, laptop and printer troubleshooting and diagnosis.

The successful candidate is a constant learner of all new features in the Leidos proprietary software package they support and applies new concepts to provide consultations, troubleshooting, creative problem-solving and training to end-users.

This individual is able to analyze research and solve complex problems independently and seeks collaboration with fellow team members when needed to meet customer deadlines and complete tickets in a timely manner. They apply focus on customer service, proactive communication and documentation in ticketing systems.

Basic Qualifications

Sound troubleshooting skills are necessary with the ability to solve a wide array of software support calls as well as basic support for computers, network printers, mobile devices, and other hardware/software problems;

6 months experience providing CRM (customer relationship management) or workflow software support.

Demonstrated ability to work independently, take initiative/ownership of issues and exercise good judgment with high profile customers; experience providing high profile/high visibility support to VIP customers.

Requires high school diploma or equivalent 2 years experience with:

• Help Desk IT and software end-user (how-to) support
• IT service management systems (i.e. ITSM, Remedy)
• Active Directory Users, Computers and Email Administration
• Remote support technologies (supporting remote users)
• IT customer support for the following environments: Enterprise Windows Operating Systems (Windows 10)
• Microsoft Office 2016/0365 (including transition support from one version to the next);
• Browser configuration including Chrome, Edge, I.E., etc. (Active X scripting, pop-up blockers, etc.)
• Troubleshooting and configuring basic network connectivity and settings for workstations and printers

Preferred Qualifications

Experience providing support for Intranet Quorum (IQ) software is a plus

Pay Range:

Pay Range $33,150.00 – $51,000.00 – $68,850.00

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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