Home
/
Customer Service
/
ESD Tier 1 Technician
ESD Tier 1 Technician-March 2024
Flexible / Remote
Mar 19, 2025
ABOUT LEIDOS
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security
501 - 1,000 employees
Consulting
VIEW COMPANY PROFILE >>
About ESD Tier 1 Technician

  Description

  Leidos is seeking ESD Tier 1 Technicians to support the Federal Trade Commission (FTC) contact. Tier 1 technicians have the entry point responsibility of assisting federal employees and contractors with their IT related issues. Contacts are received through phone calls, emails, chats, and self-service web submissions. The responsibility of a Tier 1 Technician is to provide in-depth technical, application, and computer-based support with the highest level of customer satisfaction. In some cases, the Tier 1 Technician will create and route tickets and/or escalate issues to the proper support group while maintaining total contact ownership.

  You will work in a fast-paced and diverse environment and will have a management team that encourages your career development and growth. In this role, you will gain many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools.

  This position requires shift flexibility to support a 24x7 operation 365 days a year. Must be available to work nights, holidays, and weekends when necessary.

  This position is located at the Leidos office in Albuquerque, NM, but does also have the ability to be performed remotely.

  Primary Responsibilities

  Provide Service Desk support to end users on various issuesIdentify, investigate, and resolve technical issues while thoroughly and efficiently creating, documenting, and closing of ServiceNow tickets.Respond to inbound and outbound phone calls, email, chat, and self-service technical issues while providing the highest level of customer satisfaction.Has deep knowledge of commonly used IT concepts, practices, and procedures within a particular field.Able to coordinate across various tiers and groups to ensure accuracy, consistency, and timely resolution of tickets and/or various system issues.Perform under pre-established processes and guidelines while working autonomously and must maintain positive productivity levels.Maintain a positive relationship with fellow peers, cross functional teams & leadership.Accurately document all required information into the ticketing system to include customers information, user's issues, troubleshooting steps taken, next steps, Knowledge Base Articles (KBAs) utilized, and any additional information needed for resolution.Resolve issues on the first point of contact to achieve first call resolution, or within the appropriate timeline to meet internal and external metrics.Utilize, contribute to, and flag necessary KBA updates to the knowledgebase database to keep the knowledgebase articles up to date.Assist in other duties assigned by operations management as necessary.

  Basic Qualifications

  Typically requires BS Degree and 2-4 years of prior relevant experience or master's degree with less than 2 years of prior relevant experience. In lieu of a degree 6 plus years of experience may be considered.Experience working with and troubleshooting Windows, Mac, iOS, and Linux Operating Systems.Must be available to work non-standard hours during peak times.Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.Ability to establish and maintain productive working relationships with all levels of staff and the customer.Collaborative, works as part of a team to successfully achieve common goalsEmpathetic to the customer and what they are feeling while being passionate about helping othersActively Listens and is able to quickly distill provided information and insightsConscientious, organized, and dependable; always meets deadlines and commitmentsA passion for quality and excellence.Demonstrated commitment to continuous professional growth.Competency in ServiceNow ITSM toolObtain & maintain a Public Trust Clearance.Must be a US Citizen.

  Pay Range:

  Pay Range $63,050.00 - $113,975.00

  The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

  #Remote

Comments
Welcome to zdrecruit comments! Please keep conversations courteous and on-topic. To fosterproductive and respectful conversations, you may see comments from our Community Managers.
Sign up to post
Sort by
Show More Comments
SIMILAR JOBS
Customer Support Engineer - EDA/Electronics - (ITALIAN LAW 68/99 PROTECTED CATEGORIES)
Siemens EDA is a global technology leader in Electronic Design Automation, providing software and hardware design solutions that help engineers around the world create new and innovative electronic p
Product Support Associate
Product Support Associate, Customer Service and Support The Product Support Associate resolves issues utilizing complex information systems displays excellent technical and problem-solving skills and
Senior Tech Services Specialist - Remote Office Support (Hybrid)
Senior Tech Services Specialist I _ Field Engineering - Remote Office Support Position Summary GEICO is seeking a highly motivated Tech Services Specialist with a passion for customer service to prov
Client Associate/Registered Client Associate
Job Summary Provides administrative support and coordination activities for a team of people. Applies experience and complete working knowledge of the job and policies/practices to perform a combinat
Product Support Specialist - L1
The Product Specialist is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand (CSOD) Talent Management Suite. Product Specialist
Support Technician I
Description Kforce has a client that is seeking a Support Technician I in Las Vegas, NV.Summary:The Support Technician I will be responsible for answering and entering all incoming calls and Service
Banking Support Associate
Company Description We are One Sutherland - a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of though
Customer Advocate , EMEA
Company Description At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else ca
Senior Account Executive, Enterprise
We are seeking a high-performing Senior Enterprise Account Executive to join our Japanese team. As a key member of Zendesk's Enterprise sales team, you will provide sales leadership and creative dire
GEICO Customer Service Representative
Customer Service Representative - Fredericksburg, VA Salary: $21.34 per hour / $43,000.10 annually When you grow, GEICO grows. And if you're the kind of person who likes to solve problems and help ot
Copyright 2023-2025 - www.zdrecruit.com All Rights Reserved