Description

Leidos has a remote opportunity for a Customer Support Specialist supporting several federal customers. The successful candidate will be responsible for answering inbound contacts, documenting the contact within the ticketing system(s), and providing our customers with timely and accurate responses. This will require the individual to possess an IT background to assist customers in troubleshooting and resolving problems and must possess excellent written and verbal communication skills. Support provided is governed by Service Level Agreements. Our Help Desk operation is staffed 24x7x365, although the core hours of operation are 6am to 7pm Central, Monday through Saturday.

Schedule: Afternoon Shift (2:30 PM - 12:30 AM ET)

*Please do not apply if this schedule time for you doesn’t work as there is no flexibility on this shift.

Training Schedule:

Leidos will provide basic training on the systems that will be used. The training schedule will be 1-2 weeks (M-F) where the candidate will work with a trainer from 8am to 4:30pm Central. The selected candidate will need to attend this training during these hours.

Primary Responsibilities

Specific duties of the position include but are not limited to:

Addresses support requests received over the phone or through email and web-based systems
Provides prompt, courteous, and professional response to user calls during supported hours
Updates and maintains Help Desk tickets in accordance with established support procedures
Follows security requirements as requested by the Government Security Officer
Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided, if necessary, call the user to update them on progress
Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
Adhere to approved Internal Operating Procedures (IOP), written, or otherwise advised
Remain in the queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your management
Utilize instant messaging for communication between peers and leads for assistance (refrain from leaving assigned desk for communication as much as possible)
Provide first level End User contact and resolution
Obtains customer information by answering inbound/outbound contacts
Guide users through setting up appointments
Follow Knowledge Base Articles (KBAs) when handling different topics
Properly diagnose issues and route unresolved issues to the next level of support
Accurate and thorough documentation of user’s information, reason for contact, all troubleshooting and/or resolution steps in ticketing system for each contact

Requirements

High school diploma with 1+ year experience
Strong written and oral communication skills
Strong computer hardware and software skills
U.S. Citizen
Ability to obtain and maintain a public trust security clearance
Must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills
Must have excellent customer service skills with the ability to communicate clearly and effectively also experience in following documented policies and procedures
Must have a desire to learn new skills and take the initiative to improve their performance through on the job training
Must be available to assist in development and modification of procedures
Must be able to adhere to the training schedule without any absences
Use of own high-speed internet (minimum of 50 mbps) must be provided by the help desk support agent
Designated workspace that is quiet and free of loud noise that may be distracting to your customer
Must be flexible and willing to work different shifts upon changing business needs

Must be flexible and willing to work weekends and holidays as needed

Original Posting Date:

2024-09-16

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 $28,600.00 - $51,700.00

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.

#Remote

About Leidos

Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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