Description
The Leidos Digital Modernization Sector currently has several openings for Field Support Technician 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 primary support contact for each of our customer requests or issues. This individual will help troubleshoot the request, resolve issues where possible, and escalate to the appropriate work group, when necessary. Candidates must be willing to work in-person at The Pentagon.
Primary Responsibilities.
After an initial acclimation period, you will be responsible for providing a combination of remote and in- person support to users. The process will include investigating the request or issue, resolving is‐ sues where possible, tracking actions 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
You might be asked to deploy mobile devices to end users, assist with basic enterprise-level mobile device management configuration and troubleshooting
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
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 soft‐ware and hardware enhancements, application deployments and infrastructure upgrades
Basic Qualifications.
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
Experience working in a customer service or call center environment
Someone who thrives in a team atmosphere and can keep their cool when the phone call volume surges Someone with a high-energy work ethic and available to work non-standard hours during peak times
If you do not possess them already, work to gain industry certifications such as CompTIA Security+.
Preferred Qualifications.
Original Posting Date:
2024-11-18
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $44,850.00 - $81,075.00
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.
