About the Company
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, civil, and health markets. The company’s 43,000 employees support vital missions for government and commercial customers, driving innovation and delivering impactful results globally. With a strong presence across the United States, Leidos is committed to fostering a collaborative and innovative environment.
Job Description
We are seeking a dedicated and enthusiastic Government IT Helpdesk Support (Tier 1) professional to join our remote team. This is a 100% remote position, offering you the flexibility to work from anywhere within the United States. In this role, you will be the first point of contact for government employees experiencing technical issues, providing crucial support to ensure their operations run smoothly. You will troubleshoot a wide range of hardware and software problems, guiding users through solutions and escalating complex issues to higher-tier support when necessary. This position offers a fantastic opportunity to contribute to vital government missions while developing your IT support skills in a dynamic virtual environment.
Key Responsibilities
- Provide initial technical support for hardware, software, network, and system-related issues via phone, email, and chat.
- Perform remote troubleshooting and diagnostic activities to resolve Tier 1 incidents.
- Document all incidents and service requests in the helpdesk ticketing system accurately and thoroughly.
- Escalate unresolved issues to appropriate Tier 2 support teams following established protocols.
- Guide users through step-by-step solutions with clear and patient communication.
- Maintain a high level of customer satisfaction and service quality.
- Assist with user account management, password resets, and access permissions.
- Stay informed about common technical issues and their resolutions within the government IT environment.
Required Skills
- Excellent verbal and written communication skills
- Strong problem-solving and analytical abilities
- Basic knowledge of Windows operating systems and Microsoft Office Suite
- Familiarity with remote desktop tools and ticketing systems
- Ability to work independently and as part of a remote team
- Customer service orientation with a patient and professional demeanor
- Ability to obtain and maintain a government security clearance
Preferred Qualifications
- CompTIA A+ or ITIL Foundation certification
- Experience with government IT systems or protocols
- Previous experience in a remote helpdesk environment
- Associate's degree in Information Technology or a related field
Perks & Benefits
- Comprehensive health, dental, and vision insurance
- Paid time off and holidays
- 401(k) retirement plan with company match
- Professional development and training opportunities
- Employee assistance program
- Flexible work-from-home schedule
- Opportunity to work on impactful government projects
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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