Help Desk Analyst; Tier 1

Position: Help Desk Analyst (Tier 1)
** Description*
* At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Mission Support Services (MSS) is seeking a Help Desk Analyst (Tier
1) to join our team on the End User Customer Support program under the Nuclear Regulatory Commission (NRC).

The Help Desk Analyst will be responsible for answering inbound and outbound contacts, documenting the contact details within the ticketing system(s), and providing our customers with timely and accurate responses. This will require the individual to possess an IT background to assist customers in troubleshooting and resolving problems and must possess excellent written and verbal communication skills. The support provided is governed by Service Level Agreements and Key Performance Indicators.

The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position.

This is a full-time remote position, but being near one of these regional areas is desired:

+ Rockville, MD

+ King of Prussia, PA

+ Atlanta, GA

+ Chicago, IL

+ Arlington, TX

+ Chattanooga, TN

+  
** PLEASE NOTE** :
Candidate  
** MUST
* * be located within, and willing to commute up to, 50 miles to one of the listed locations as needed.

** _This position does require a public trust security clearance. This position is not immediately available, the selected candidate(s) will remain on the "bench" until the position is open. The "benching" process does not start until the selected candidate(s) have been granted clearance to support the program._*
* *
* Primary Responsibilities:

*
* Duties include providing professional, courteous, resourceful support to all incoming calls. Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology. Attention to detail is necessary to manage complexity of contact. Proven ability to perform in a fast-paced environment and manage multiple tasks at once.

+  
** _Incident and Request Management:_*
* + Serves as the initial point of contact for troubleshooting hardware/software issues

+ Addresses support requests received over the phone, chat, or email and/or web-based systems

+ Follow Knowledge Base Articles (KBAs) when handling different topics

+ Properly diagnose issues and route unresolved issues to the next level of support

+ Accurate and thorough documentation of user's information, reason for contact, all troubleshooting and/or resolution steps in ticketing system for each contact

+ Performs account password administration and processes new user account requests

+ Manages the user's expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again

+  
** _Service Level & Quality Assurance Adherence:_*
* + Provides prompt, courteous, and professional responses to users

+ Maintains and executes standard and internal operating procedures

+ Follows security requirements as requested by the Government Security Officer

+ Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided, if necessary, call the user to update them on progress

+ Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead

+  
** Training:*
* + Leidos will provide basic training on the systems that will be used. The training schedule will be anywhere from 2-4 weeks (M-F) where the new hire will work with their supervisor and/or peers to cover the Program knowledge and requirements. The selected candidate will need to attend training during designated hours. In addition to new-hire training, monthly, annual, program required, and ad-hoc training will need to be completed.

** Required Experience, Skills, &

Education:

*
* + High school…