Help Desk Agent Tier II - Americorps/ ITMS

Description

Looking for an exciting opportunity with Leidos as a Help Desk Agent? Leidos has an exciting remote location for a Help Desk Agent opportunity supporting our AmeriCorps ITMS contract in the Washington, DC area. The Help Desk Tier II professional will provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware. Respond to queries over the phone, emails, IM messages (IM), and voicemail messages for customers seeking help.

Leidos is seeking 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. Services include IT support for the NCCC and FEMA Corps members (call center, email, and self-service), Microsoft 365 subscription management, computer labs, and approximate 250 government furnished Team Leader laptops and iPhones.

Job Responsibilities:

• Configure, install, and support IT hardware and peripherals.
• Relocate IT equipment as needed.
• Ensure secure device configuration, including software updates.
• Connect and configure IT devices for network use.
• Diagnose and resolve hardware/software issues, providing user updates.
• Support AmeriCorps applications and proprietary software.
• Maintain desktop security, inventory, and software distribution.
• Provide remote support via Ivanti Management Console and MS SCCM.
• Develop end-user documentation and instructions.
• Offer technical support for meetings, including A/V setup and management.
• Track and update IT asset movements.
• Reconfigure and troubleshoot mobile devices.
• Follow policies for user support requests.
• Contribute to Help Desk SOPs and training manuals.
• Collaborate with Tier II/III teams for issue resolution.
• Maintain professionalism and excellent customer service.
• Support process improvements and operational quality.
• Manage incidents and service requests per SLAs.
• Troubleshoot issues for root cause resolution.
• Participate in User Acceptance Testing.
• Perform additional program tasks as needed.

Top Priorities:

• Strong communicator, confident in leading discussions.
• Ability to manage high-priority projects independently.
• Work directly with vendors to resolve issues.
• Assist with training, ticket management, and team support.
• Flexible to work shifts as needed.
• Comfortable working with executive leadership in a complex environment.

Basic Qualifications:

• Associate degree or equivalent experience.
• 5+ years of technical support experience in current desktop and laptop computers, various operating systems to include or more of the following,
• Knowledge of Windows 10, Ticketing system (Remedy or ServiceNow), MS Office, O365, OneDrive and other end user software and hardware
• Ability to obtain and maintain a Public Trust Level 4 (full background investigation)
• ITIL or CompTIA certification
• Security+ certification required or the ability to obtain within 3 months of start.

$29.80 - $30.28/ hour

Original Posting Date:

2025-02-05
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 $44,200.00 - $79,900.00

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