Job Description
We are actively seeking a Personal Computer Support Technician to join our team at Leidos as we strive to elevate and innovate our organization. Our mission centers on delivering user-focused IT solutions for our Centers of Medicare and Medicaid (CMS) customer base. This initiative demands continuous innovation and the ability to create seamless experiences across CMS systems, applications, and solutions. By proactively developing secure IT integrations and designs, we aim to unify end-user devices, infrastructure hardware, software, and applications, ensuring a smooth and intuitive experience for all users while safeguarding critical data.
In this pivotal role, you will provide comprehensive support for computer workstations, printers, peripherals, and mobile devices. Success hinges on exceptional communication, technical proficiency, and analytical abilities. The ideal candidate will demonstrate a track record of resolving technical client issues within a service desk environment, possess strong troubleshooting skills, and be adept at analyzing data to identify the root causes of application problems. Collaboration is key, as you will work closely with both the Customer Support Service team and the Executive Support team to address user concerns promptly and professionally.
As a member of our team, you will be expected to master all relevant products and actively contribute to new product features and testing initiatives. Your daily responsibilities will include diagnosing and resolving technical issues via phone and email, guided by our ticketing system, and ensuring timely and accurate support.
- Under the guidance of the Customer Support (Tier 2) Lead, you will install, configure, troubleshoot, repair, and test a wide range of technology equipment—including workstations, printers, video teleconferencing equipment, and peripherals—in a multi-vendor setting, adhering to established policies, procedures, and Knowledge Base Articles (KBAs).
- Perform software and hardware upgrades and repairs, offering recommendations for process improvements.
- Support the Executive Support team by addressing executive user requests as needed.
- Mentor Tier 1 agents on how to identify and categorize user issues, leveraging active listening and analysis to expedite future resolutions.
- Continuously review and provide feedback on Tier 1 and Tier 2 knowledge articles, ensuring they empower Tier 1 agents to resolve customer issues independently, minimizing call transfers and accelerating solutions for end users.
- Field calls directly from users and Tier 1 agents, delivering expert-level support, resolving tickets remotely, and prioritizing first-call resolution.
- Train users on hardware, software, and mobile device usage in accordance with existing KBAs.
- Monitor asset performance and take proactive steps to address issues.
- Demonstrate initiative in identifying potential problems and responding before escalation.
- Work independently and as a valued member of integrated teams.
- Conduct root cause analysis and resolve complex issues.
- Be available for after-hours or weekend support as needed, including on-call emergency support.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- Associate degree with at least three years of relevant experience (additional experience may substitute for a degree).
- Proficiency with ServiceNow ITSM tool and Active Directory account management.
- Strong customer orientation, with a commitment to resolving user issues efficiently and communicating resolutions clearly.
- Demonstrated experience in installing, configuring, and troubleshooting hardware, software, and peripherals.
- Success in collaborative, team-based environments, as well as the ability to work independently.
- Excellent analytical and problem-solving skills.
- Ability to explain technical concepts to both technical and non-technical audiences.
- A passion for learning and teaching new technologies.
- Skill in building productive relationships with colleagues and customers at all levels.
- Collaborative spirit, empathy, and a dedication to honoring and understanding users’ needs.
- Confidence in expressing views diplomatically, even when they might be unpopular.
- Strong active listening skills and the capability to quickly synthesize information.
- Conscientious, organized, and reliable, with a track record of meeting deadlines and commitments.
- Eligibility to obtain and maintain a public trust clearance.
- All candidates must have resided in the United States for at least three of the last five years to be considered.
Nice to Have Skills & Experience
- Experience using JIRA to update projects and tasks.
- Technical certifications such as MCP, Dell/EMC, CompTia A+, or Network+.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.