Help Desk Specialist (Onsite)

DescriptionAt Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.We are seeking a dedicated and customer-focused individual to join our team as a Web Support Help Desk Specialist. This role is primarily focused on providing excellent customer service and support for our web-based services and systems. The ideal candidate will have a knack for explaining technical concepts in a way that is easy for non-technical users to understand.Key Responsibilities: Respond to customer inquiries via calls, emails, and tickets promptly and professionally. Provide customer support and troubleshooting for our web-based services and systems. Assist users in navigating and using our system and services effectively. Document all customer interactions accurately and promptly in our help desk ticketing system. Transcribe customer feedback from audio file recordings. Collaborate with internal teams to escalate and resolve complex issues. Stay updated on our policies, procedures, and system updates to provide accurate information to users. Contribute to the creation and upkeep of knowledge base articles and/or Standard Operating Procedures. Participate in training sessions to enhance your technical skills and knowledge. Contribute to the development of automation strategies for managing repetitive tasks. Maintain a positive and customer-focused attitude in all interactions.Basic Qualifications: High School Diploma or GED Equivalent Excellent computer/typing skills Strong interpersonal and communication skills. Ability to explain technical issues to non-technical users in a clear and understandable manner. Empathy and a customer-focused mindset. Analytical thinking and problem-solving skills. Ability to diagnose and resolve basic technical issues related to web-based services and systems. Two or more years of experience in a customer support role, preferably in a web-based environment. The position requires the ability to obtain/maintain a Public Trust clearance; a Public Trust clearance can take anywhere from 7-60 days to obtain; the chosen candidate cannot start in this role until this process is complete.Please note: This role is more focused on customer service and web-based support rather than advanced technical troubleshooting or PC repair. Candidates with a strong background in customer service and a basic understanding of web-based systems are encouraged to apply.Original Posting Date:2024-05-30While 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 -The Leidos pay range for this job level is a general guideline onlyand 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.#RemoteREQNUMBER: R-00136596All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.