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 critical role in providing high-quality technical support to both internal and external clients. The specialist will be responsible for diagnosing technical issues, providing resolutions, and ensuring that all support requests are addressed in a timely manner. This role involves collaborating with various teams to enhance the user experience and streamline processes. The Technical Support Specialist is expected to maintain extensive knowledge of the company’s products and services, enabling them to effectively assist users with a variety of technical inquiries.

Job Responsibilities

• Respond to customer inquiries and technical issues via phone, email, and other communication channels.
• Diagnose technical problems and provide effective solutions in a timely manner.
• Document support requests and resolutions in the ticketing system.
• Collaborate with IT teams to escalate complex issues and facilitate resolution.
• Maintain and update technical knowledge base articles to aid customer self-service.
• Conduct user training sessions and create instructional materials as needed.
• Assist in the testing and implementation of software updates and new features.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in a technical support role or IT help desk.
• Strong understanding of technical support processes and methodologies.
• Proficient in troubleshooting hardware and software issues.
• Excellent written and verbal communication skills.
• Customer-oriented mindset with the ability to handle challenging situations professionally.
• Familiarity with various operating systems, networking, and remote support tools.

Technologies & Tools

As a Technical Support Specialist at Leidos, the role will involve working with various technologies and tools, including but not limited to customer relationship management (CRM) software, ticketing systems like Jira or ServiceNow, remote desktop support tools, and standard operating systems (Windows, macOS, Linux). Familiarity with programming and scripting languages such as Python or PowerShell may also be beneficial for automating repetitive tasks.

Ideal Candidates

Ideal candidates for the Technical Support Specialist position possess a strong problem-solving mindset and exhibit a keen attention to detail. They should demonstrate excellent interpersonal skills and be able to work collaboratively within a team. A proactive approach to professional development is also essential, along with the ability to adapt to new technologies and processes quickly. Those who are empathetic, customer-focused, and have a passion for helping others will thrive in this role.