Description

The Leidos Digital Modernization Sector currently has openings for Service Desk Interns to work in support of the Air Force National Capital Region IT Services (AFNCR ITS) program.

Leidos is looking for a highly motivated information technology technician responsible for being the first contact for each of our customer calls. This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary.

Candidates must be willing to work in-person at the following location in MD:

Joint Base Andrews (JBA) - MD

Primary Responsibilities

• After an initial acclimation period, you will be responsible for providing phone, email, and web support to users. The process will include greeting our customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
• Determine the functional area of the problem being reported, e.g. hardware, software, applications, telecommunications, desktops, mobile devices, printers and provide detailed analysis of the problem Determine if equipment is warranted and arrange appropriate resolution under warranty
• You will update assigned tickets and continuously coordinate necessary work
• Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket
• You will be expected to escalate the problem to next level support if the issue cannot be resolved at Level 1
• Provide excellent phone support and oral and written communication skills
• Be expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)
• Apply logical thinking and problem-solving skills to common end-user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades

• Enrolled in a degree seeking program at an accredited college/university in a related field
• Ability to obtain and maintain a DoD Secret security clearance
• US citizenship required
• Someone with a high-energy work ethic and available to work non-standard hours during peak times

• Experience working in a lab or professional environment
• Someone who thrives in a team atmosphere and can keep their cool when the phone call volume surges
• Experience working in a customer service or call center environment
• If not possessed already, work to gain industry certifications such as ITIL V4, CompTIA Security+, or AWS Cloud Practitioner.