Help Desk Specialist
The Health Products and Solutions Operation currently has an opening for a Help Desk Specialist to support a large healthcare contract in Albuquerque, NM. This position is contingent on contract award.
Provide triage of inbound requests;
Customer facing point of contact to IT Support;
Create tickets in the IT SMS;
Provide basic troubleshooting across a broad range of services using SOPs, and workarounds (provided by the higher Tiers);
Fulfill standard Service Requests;
Escalate incidents that cannot be resolved by Tier 1 to higher Tiers;
Execute soft/warm hand-offs between Tiers
Serve as the single point of contact (SPOC) for all receipt, logging, tracking, resolution, and reporting of incidents, problems, and service requests for all supported customers and their environments.
Execute service desk services through all available channels including, but not limited to, voice/phone, voicemail, email/email, web, remote desktop, mobile app, and any other channels approved by the customer
Support (install, configure, troubleshoot, etc.) commercial software applications approved by the customer and any new software applications added to the customer's ‘Supported Commercial Software List’ (SCSL)
Keep customers informed regarding status of their ticket, incident, problem, or service request through (1) voice response to phone calls and voicemails, (2) email responses to all other channels and (3) through an existing Government-owned, Contractor-operated web portal that offers self-serve access to status information.
Perform end-to-end management of tickets, providing status when requested by the end user or other authorized party and facilitate the effective hand-off between Tiers.
Use Remote Management tools to the maximum extent possible and, when possible, implement corrective actions via remote management to resolve incidents and problems.
2+ years of customer service experience
Experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one time
Experience with follow up and closure for customer
Experience with thorough documentation of contact
Proven excelled customer service skills
Excellent verbal and written communications
Must have strong focus, dedication to research and resolve issues
Excellent knowledge of computers and Microsoft systems, 35-40 wpm typing
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.