Leidos

PC Support Technician

Leidos

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $20 - $25 per hour

Job Level

Junior

About the role

  • Resolve basic issues remotely by phone and email support that have been reported by the customer.
  • Upon completing additional training, you will move to resolve more complex issues.
  • Provide comprehensive Phone and Email Support for the efficient resolution of incidents & requests for end-users.
  • Upon completing additional training, assist in various scopes of the Service Desk as needed by the business.
  • Resolve more complex hardware & software problems utilizing this additional training & expertise.
  • Appropriately document all required information into the ticketing system & the knowledgebase.
  • Efficiently & accurately identify the customer’s specific information.
  • Resolve issues as appropriate on the first point of contact or within the appropriate timeline.
  • Meet required productivity expectations, including Service Center metrics.
  • Route & Dispatch the service request, incident or change request to the appropriate IT support group or next level Tech, for resolution.
  • Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current.
  • Possess the capacity to work independently & effectively while maintaining positive productivity levels.
  • Maintain a positive relationship with fellow peers, cross functional teams & leadership.

Requirements

  • High School Diploma or equivalent.
  • Ability to type 35 WPM.
  • Ability to obtain and maintain a Public Trust Clearance.
  • All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.
  • Demonstrated experience with Mac and Windows Operating Systems and hardware.
  • 1-2 plus year(s) of PC support, diagnostic/troubleshooting, & repair experience is desired.
  • Must have a working knowledge of PC operations which include: Hardware, network settings, operating system, & MS Office applications.
  • Associates Degree or Bachelor’s Degree in Information Technology or related discipline.
  • Any Technical Certifications, ie: A+, NET+, ACMT, Microsoft Fundamentals, etc.
  • ITIL v4 Foundations Certification.
Benefits
  • Health and Wellness programs
  • Income Protection
  • Paid Leave
  • Retirement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
PC supportdiagnostic troubleshootinghardware repairnetwork settingsoperating systemsMS Office applicationsMac Operating SystemWindows Operating Systemticketing systemknowledgebase management
Soft Skills
independent workpositive productivitycustomer servicecommunicationteam collaborationproblem-solvingtime managementattention to detailadaptabilityrelationship building
Certifications
High School DiplomaAssociates DegreeBachelor’s DegreeA+ CertificationNET+ CertificationACMT CertificationMicrosoft FundamentalsITIL v4 Foundations Certification