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.

Overview

The Technical Support Specialist at Leidos plays a crucial role in ensuring seamless technology operations for our clients. This position is responsible for providing Tier 1 and Tier 2 technical support, resolving technical issues, and delivering exceptional customer service. The Technical Support Specialist will troubleshoot system and network issues, collaborate with engineering teams, and document solutions to enhance service efficiency. The ideal candidate will have strong communication skills, a customer-focused mindset, and a thorough understanding of various technologies and troubleshooting techniques to effectively support internal teams and clients.

Job Responsibilities

• Troubleshoot hardware and software issues while providing accurate solutions in a timely manner.
• Respond to support requests via phone, email, and in-person, ensuring high customer satisfaction.
• Document technical issues, solutions, and create knowledge base articles for ongoing support reference.
• Assist in the development and implementation of technical support processes and workflows.
• Collaborate with cross-functional teams on improving service delivery and resolving complex problems.
• Provide training and guidance to users on new technologies and tools being implemented.
• Monitor and manage support tickets using a ticketing system to ensure timely resolution of issues.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience in a technical support role.
• Proficient in troubleshooting Windows and Mac operating systems.
• Experience in network troubleshooting (TCP/IP, DNS, DHCP).
• Strong knowledge of computer hardware, software, and peripheral devices.
• Excellent communication and interpersonal skills.
• Ability to work effectively both independently and in a team environment.

Technologies & Tools

The Technical Support Specialist will be expected to work with a variety of technologies and tools including ticketing systems such as ServiceNow or Jira, remote desktop support software, and standard office productivity software such as Microsoft Office Suite. Familiarity with virtualization technologies and cloud services will also be beneficial. The candidate will regularly interface with hardware diagnostics tools and network monitoring applications to efficiently resolve issues.

Ideal Candidates

The ideal candidate for the Technical Support Specialist position at Leidos is someone who thrives in a fast-paced environment and possesses a proactive approach to problem-solving. They should demonstrate exceptional customer service skills and have the ability to handle sensitive situations with professionalism. A successful candidate will be detail-oriented, capable of managing multiple tasks simultaneously, and possess a continuous learning mindset to keep up with evolving technologies. Having a passion for technology and a drive to help others will significantly enhance their fit for this role.