About the Company
Leidos is a global leader in the aerospace, defense, health, and national security markets, delivering innovative solutions to critical challenges. With a focus on engineering, information technology, and science, Leidos supports government agencies with cutting-edge technology and a commitment to mission success. We foster a culture of integrity, collaboration, and continuous learning, empowering our employees to make a real impact on the world.
Job Description
We are seeking a dedicated and customer-focused Government IT Helpdesk Support Specialist (Tier 1) to join our team. This is a 100% remote position providing essential technical assistance to government clients. In this role, you will be the first point of contact for users experiencing IT issues, responsible for troubleshooting and resolving problems related to hardware, software, network connectivity, and application access. You will document all support interactions, escalate complex issues to higher-tier support, and contribute to maintaining a high level of user satisfaction. The ideal candidate will have strong communication skills, a foundational understanding of IT systems, and a passion for problem-solving in a fast-paced government environment.
Key Responsibilities
- Provide initial point of contact for all IT-related inquiries and issues from government users via phone, email, and chat.
- Perform initial troubleshooting, diagnosis, and resolution of common hardware, software, and network issues (e.g., password resets, account unlocks, printer setup, software installation, basic network connectivity).
- Document all incidents, service requests, and resolutions accurately and thoroughly in the IT service management system.
- Escalate unresolved issues to appropriate Tier 2 or Tier 3 support teams with detailed information and analysis.
- Follow up with users to ensure resolution and satisfaction, adhering to established service level agreements (SLAs).
- Provide clear and concise instructions and guidance to users on IT best practices and system usage.
- Maintain knowledge base articles and contribute to the continuous improvement of helpdesk procedures.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation and ability to remain calm under pressure.
- Proficiency with Windows operating systems (Windows 10/11) and Microsoft Office Suite.
- Basic understanding of network fundamentals (TCP/IP, Wi-Fi).
- Familiarity with remote desktop support tools.
- Ability to learn and adapt to new technologies and software quickly.
- Experience with an IT ticketing system (e.g., ServiceNow, Remedy).
- Ability to obtain and maintain a government security clearance (requires US Citizenship).
Preferred Qualifications
- CompTIA A+ or ITIL Foundation certification.
- Experience supporting government or public sector clients.
- Familiarity with Active Directory for user and group management.
- Experience with multi-factor authentication (MFA) systems.
- Basic knowledge of Mac OS and Linux environments.
- Previous experience in a 100% remote support role.
Perks & Benefits
- Comprehensive medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off (PTO) and paid holidays.
- Tuition reimbursement and professional development opportunities.
- Life and disability insurance.
- Employee assistance program.
- Access to virtual training platforms and certifications.
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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