Technical Support Specialist

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Written by AI from the job title and company, not by Leidos, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Specialist at Leidos plays a crucial role in providing high-quality customer support related to technical inquiries and product issues. This position involves troubleshooting hardware and software problems, providing prompt and efficient responses to customer requests, and ensuring customer satisfaction through effective communication and problem resolution. The specialist will collaborate with cross-functional teams to share insights and improve overall service processes while maintaining thorough documentation of support activities.

Job Responsibilities

• Troubleshoot and resolve technical issues related to software applications and hardware systems.
• Provide timely and professional support via phone, email, and chat to end-users and clients.
• Document support interactions and resolutions in the ticketing system for future reference.
• Monitor and manage support requests to prioritize urgent and high-impact issues.
• Assist in the development and implementation of technical support procedures and policies.
• Collaborate with engineering and development teams to identify recurring issues and propose solutions.
• Conduct training sessions and create user guides to enhance user knowledge and proficiency.
• Stay updated with industry trends and emerging technologies relevant to the support process.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience in a technical support role or customer service environment.
• Strong understanding of computer hardware, software applications, and network configurations.
• Excellent verbal and written communication skills, with a customer-first attitude.
• Proficiency in troubleshooting common operating systems, including Windows and Mac OS.
• Ability to work effectively in a team-oriented environment.
• IT certifications (e.g., CompTIA A+, Microsoft Certified) are preferred.

Technologies & Tools

The Technical Support Specialist will utilize a range of technologies and tools to effectively execute their duties. These include ticketing systems such as ServiceNow or Zendesk for tracking support requests, remote desktop tools for resolving technical issues, and collaboration software such as Slack or Microsoft Teams. Familiarity with database management systems, network monitoring software, and CRM tools will also be beneficial in assisting clients efficiently.

Ideal Candidates

Ideal candidates for the Technical Support Specialist position possess a combination of technical expertise, strong problem-solving skills, and a passion for customer service. They are detail-oriented individuals who demonstrate patience and empathy when dealing with customers' concerns. Effective communicators with the ability to simplify complex information are well-suited for this role, as are those who show a willingness to continuously learn and adapt to new technologies in a fast-paced environment.