User Support - help Desk Technician

User Support – Help Desk Technician

Leidos is seeking a User Support – Help Desk Technician to provide first point of IT contact for users for the infrastructure and remediation contractors at the Portsmouth site (Piketon, Ohio). The User Support – Help Desk Technician performs as part of a dedicated and customer-focused IT team to ensure that all end-user needs are met. The position provides a range of IT services, including first level technical support - troubleshooting hardware, software, and network issues for end-users via phone, email, or in-person. Using the IT Service Management (ITSM) System to create and distribute work orders to the correct IT team member or queue. Position would be M-TH 10 Hour Days

Primary Responsibilities:

• Serves as the first point of contact for users needing technical assistance, IT guidance, or to submit IT requests.
• Responsible for diagnosing and resolving technical problems, facilitating timely resolutions to maintain productivity, and ensuring high-quality customer service.
• Informs IT service administrators of problems to be resolved and coordinates the resolution between the service administrator and the functional users.
• Maintains related documentation and technical information.
• Provides break-fix support of existing/new hardware, software, and system initiatives directly to end-users.
• Documents issues and progress in the ITSM system.
• Deployment and retrieval of mobile devices to end users, including a brief tutorial to familiarize the user with the device.
• Familiar with standard concepts, practices, and procedures.
• Relies on experience and judgment to plan and accomplish goals.
• Accomplishes all tasks as appropriately assigned or requested.

Basic Qualifications:

• Must be able to obtain and maintain a U.S. Department of Energy (DOE) security clearance at an L level.
• Requires a high school diploma or equivalent and at least 1+ years of relevant experience in an IT support or helpdesk environment.
• Knowledge of PC and desktop hardware.
• Knowledge of Microsoft Windows platforms.
• Strong, demonstrated customer service orientation.
• Proven analytical and problem-solving abilities to mitigate end-user downtime.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Able to lift/move up to 10 lbs.

Preferred Qualifications:

• Related industry-recognized certifications such as CompTIA A+.