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.

Position Overview

The Technical Support Specialist at Leidos plays a crucial role in ensuring the seamless integration and operation of various technology systems and applications. This position involves providing first-line support to clients and internal teams, troubleshooting technical issues, maintaining system performance, and ensuring that users have access to the necessary resources to achieve their operational goals. The candidate will be expected to apply technical knowledge and customer service skills to resolve issues efficiently, contributing to a high standard of user satisfaction and operational excellence.

Job Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to client inquiries via telephone, email, and in-person, ensuring timely resolution of technical problems.
• Diagnose and troubleshoot software and hardware malfunctions, escalating issues as necessary.
• Document issues, resolutions, and updates in the ticketing system for future reference and analysis.
• Assist in the installation, configuration, and maintenance of computer systems and applications.
• Train users on system functionalities and provide guidance on best practices.
• Collaborate with IT teams to implement system upgrades, installations, and troubleshooting initiatives.
• Participate in developing support documentation and training materials for end-users and team members.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support role or similar customer service position.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent problem-solving skills and the ability to work under pressure.
• Solid verbal and written communication skills with an emphasis on customer satisfaction.
• Familiarity with remote desktop applications and help desk software.
• Ability to work independently as well as collaboratively in a team environment.

Technologies & Tools

The Technical Support Specialist will utilize a variety of technologies and tools, including but not limited to help desk ticketing systems (e.g., JIRA, ServiceNow), remote access software (e.g., TeamViewer, LogMeIn), and standard Microsoft Office applications. Additionally, the role may require the use of network monitoring tools and diagnostic utilities to assess and resolve various technical issues effectively.

Ideal Candidates

The ideal candidate for the Technical Support Specialist position is a proactive and resourceful individual who possesses a keen analytical mindset and a passion for technology. They should be adept at managing multiple tasks in a fast-paced environment and maintaining composure during challenging situations. Strong interpersonal skills, a customer-focused approach, and a commitment to continuous improvement will set a candidate apart in this role. Additionally, a genuine enthusiasm for helping others and resolving issues effectively will enhance their success in fostering positive user experiences.