ESD Field Service Tier 2 Technician

Leidos is seeking ESD Field Service Tier 2 Technician to support the Federal Trade Commission (FTC) contact. Field Service Tier 2  technician will provide localized on-site and remote support for federal employees and contractors with their IT related issues. The support will consist of in-depth independent technical troubleshooting and/or replacing assets, peripherals, computer workstations, printers, and teleconferencing equipment while providing the highest level of customer satisfaction. The role will also serve as primary support for establishing War Rooms at specified locations across the country and provide deskside support for the War Room during its operations. In this position you are expected to have exceptional communication, technical, and analytical skills. Troubleshooting will be conducted in various methods which include in-person onsite at specified locations, phone calls, emails, chats, and self-service web submissions.

You will work in a fast-paced and diverse environment and will have a management team that encourages your career development and growth.  In this role, you will gain many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools. 

This position requires shift flexibility to support a 24x7 operation 365 days a year. Must be available to work nights, holidays, and weekends when necessary.

Primary Responsibilities

• Provide War Room independent support and configuration of War Rooms at specified locations. Responsible for initial set up and breakdown of all War Room equipment and provide technical local deskside support for active War Rooms.
• Provide Service Desk support to end users on various technical issues to include, but are not limited to:
• Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to assets, peripherals, computer workstations, printers, peripherals, and teleconferencing equipment in accordance with the program policies, procedures, and Knowledge Base Articles (KBAs).
• Identify, investigate, and resolve technical issues while thoroughly and efficiently creating, documenting, and closing of ServiceNow tickets.
• Respond to inbound and outbound phone calls, email, chat, and self-service technical issues while providing the highest level of customer satisfaction.
• Has deep knowledge of commonly used IT concepts, practices, and procedures within a particular field.
• Able to coordinate across various tiers and groups to ensure accuracy, consistency, and timely resolution of tickets and/or various system issues.
• Perform under pre-established processes and guidelines while working autonomously and must maintain positive productivity levels.
• Maintain a positive relationship with fellow peers, cross functional teams & leadership.
• Accurately document all required information into the ticketing system to include customers information, user’s issues, troubleshooting steps taken, next steps, Knowledge Base Articles (KBAs) utilized, and any additional information needed for resolution.
• Resolve issues on the first point of contact to achieve first call resolution, or within the appropriate timeline to meet internal and external metrics.
• Utilize, contribute to, and flag necessary KBA updates to the knowledgebase database to keep the knowledgebase articles up to date.
• Assist in other duties assigned by operations management as necessary.

Basic Qualifications

• Ability to travel in in support of War Room set up and breakdown in various states and regional offices and provide ongoing localized deskside support for active War Rooms.
• Proficient in working with and troubleshooting Windows, Mac, iOS, and Linux Operating Systems.
• Minimum 4 years of experience working with PC Hardware and Software
• Must be available to work non-standard hours during peak times.
• Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.
• Ability to establish and maintain productive working relationships with all levels of staff and the customer.
• Proficient in current Microsoft technologies including software, operating systems, group policy, etc.
• Hands-on experience in troubleshooting Microsoft Office Suite and Microsoft Windows with the end users.
• Demonstrated ability to work independently to perform responsibilities effectively and efficiently.
• Demonstrate strong analytical and problem-solving skills.
• Ability to communicate technical concepts to technical and non-technical audiences.