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The Leidos Defense Group currently has two openings for Service Desk Technician Interns to work in support of the Air Force National Capital Region IT Services (AFNCR ITS) program.

Leidos is looking for a highly motivated information technology technician responsible for being the first contact for each of our customer calls. This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary.

Candidates must be willing to work in-person at the following location in MD:

Joint Base Andrews (JBA) - MD

Primary Responsibilities

After an initial acclimation period, you will be responsible for providing phone, email, and web support to users. The process will include greeting our customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.Determine the functional area of the problem being reported, e.g. hardware, software, applications, telecommunications, desktops, mobile devices, printers and provide detailed analysis of the problemDetermine if equipment is warranted and arrange appropriate resolution under warrantyYou will update assigned tickets and continuously coordinate necessary workDocument status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticketYou will be expected to escalate the problem to next level support if the issue cannot be resolved at Level 1Provide excellent phone support and oral and written communication skillsBe expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)Apply logical thinking and problem-solving skills to common end-user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades

Basic Qualifications

Enrolled in a degree seeking program at an accredited college/university in a related fieldAbility to obtain and maintain a DoD Secret security clearanceUS citizenship requiredExperienced working in a customer service or call center environmentSomeone who thrives in a team atmosphere and can keep their cool when the phone call volume surgesSomeone with a high-energy work ethic and available to work non-standard hours during peak timesIf you do not possess them already, work to gain industry certifications such as ITIL V4, CompTIA A+, or AWS Cloud Practitioner.

Preferred Qualifications

Experience working in a lab or professional environmentOriginal Posting Date:2024-09-18

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:Pay Range $44,850.00 - $81,075.00

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.