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 exceptional technical assistance and support to customers and internal teams. The incumbent will be responsible for diagnosing and resolving technical issues, guiding clients through system functionalities, and ensuring optimal performance of software and hardware systems. The successful candidate will collaborate closely with various departments to enhance customer satisfaction and product experience by effectively communicating technical information and solutions.

Job Responsibilities

• Provide first-line technical support to users via phone, email, and online chat.
• Diagnose hardware and software failures and troubleshoot technical issues in a timely manner.
• Document internal processes and create FAQs for both customers and team members.
• Assist in the setup and configuration of new equipment and software installations.
• Collaborate with product teams to escalate unresolved issues and suggest product improvements.
• Conduct training sessions for customers and internal staff on system usage and best practices.
• Ensure customer satisfaction by promptly addressing inquiries and concerns.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Proven experience in a technical support role or a similar position.
• Strong understanding of computer systems, mobile devices, and other technology products.
• Excellent verbal and written communication skills to explain complex technical concepts to non-technical users.
• Ability to work under pressure and handle multiple inquiries simultaneously.
• Proficient in troubleshooting methodologies and incident management systems.

Technologies & Tools

The Technical Support Specialist will frequently utilize a range of technologies and tools including, but not limited to, ticketing systems like JIRA or ServiceNow, remote access software such as TeamViewer or Remote Desktop, and collaboration platforms including Slack or Microsoft Teams. Additionally, proficiency in common operating systems (Windows, macOS, Linux) and familiarity with programming languages such as SQL or Python may be beneficial for advanced troubleshooting and customer support.

Ideal Candidates

An ideal candidate for the Technical Support Specialist position will possess a strong customer service orientation combined with excellent problem-solving skills. They should demonstrate a patient and empathetic approach in their interactions with users while maintaining a high level of professionalism. The candidate should be eager to learn, adaptable to new technologies, and have a genuine interest in technology and its application in everyday situations. Team collaboration and effective communication are essential traits, as the role requires constant interaction with clients and team members to deliver comprehensive solutions.