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 is responsible for providing high-quality technical assistance and support to clients, ensuring that their technical issues are resolved efficiently and effectively. This role involves troubleshooting various hardware and software problems, guiding users through step-by-step solutions, and maintaining strong communication with customers to ensure satisfaction. Specialists will also collaborate with other team members to enhance service delivery and contribute to the continuous improvement of technical support processes.

Job Responsibilities

• Provide timely and accurate technical support to clients via phone, email, and chat.
• Diagnose technical issues related to hardware, software, and network systems.
• Guide users through troubleshooting steps to resolve technical problems efficiently.
• Document all interactions and solutions in the ticketing system.
• Collaborate with team members to escalate complex issues to appropriate departments.
• Maintain knowledge base articles to facilitate self-service solutions for clients.
• Participate in team meetings to discuss recurring issues and propose solutions.
• Stay updated on the latest technologies and best practices in technical support.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
• Minimum of 2 years of experience in a technical support role.
• Strong knowledge of operating systems (Windows, Linux, macOS), hardware components, and application software.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving skills and a customer-oriented attitude.
• Familiarity with ticketing systems and remote support tools.

Technologies & Tools

The Technical Support Specialist will utilize a variety of technologies and tools to assist clients, including remote desktop software, ticketing systems like JIRA or Zendesk, diagnostic tools for hardware and software issues, and communication tools such as Slack or Microsoft Teams. Familiarity with firewall configurations and VPNs is also beneficial, along with proficiency in office productivity software.

Ideal Candidates

Successful candidates for the Technical Support Specialist position will exhibit a proactive approach to problem-solving and possess a natural inclination to assist others. An ideal candidate will demonstrate empathy and patience when dealing with customer inquiries, maintaining professionalism even in challenging situations. Candidates should also show adaptability to new technologies and a commitment to continuous learning, as technology and client needs evolve."