Help Desk Support Specialist Job

Company Name:
Leidos Jobs2Web
Help Desk Support Specialist (Job Number:603771)
The Leidos/Entergy IT Service Desk is contracted as frontline support for all IT requests from Entergy's user base. The Service Desk's goal is to effectively and efficiently handle IT requests by ensuring quick and responsible resolution of issues at the first call level whenever possible. If an issue cannot be resolved by the Service Desk, it is Service Desk agent's duty to document the customer's symptoms and escalate the issue to the proper level of support.
Each agent working for the IT Service Desk has the dual role of customer service representative and technical support. Agents must possess qualities that allow balance btween these two roles. Service Desk agents will be expected to develop hardware and software troubleshooting skills needed in a network environment. Windows 7 and XP are the prominent operating systems on Entergy's network. However, we also support remote users who may or may not conform to the operating system standards of the Entergy system. We support the Microsoft Office suite versions 2007 & 2010. We also support Outlook, SharePoint, Visio, Office Communicator and Live Meeting. In addition to the Microsoft software, Entergy and Leidos also have corporate software developed specifically for use by Entergy's user base. Although these applications are not fully supported, agents must develop a basic understanding of the hardware and software configurations for running such applications on the Entergy network. Some training is provided. Other areas of support include users with remote access connectivity from home or a remote location via dial up, VPN, and terminal service desktops. In addition, agents are responsible for support of Entergy sites that do not conform to the Entergy South network standards; support of network and desktop printing via Windows, UNIX and MVS networks; support of mainframe applications, and mainframe printer and account management; and support of antivirus software configuration and use. The Service Desk is the first tier of support for password and access management. We support mobile e-mail devices in all formats: RIM, Apple, Windows and Android. Support is supplied over the phone, via email, and/or through remote access to the user's PC.
A Service Desk agent must be willing to abide by policies and procedures in order to protect the integrity of the Entergy network and integrity of the Entergy and Leidos corporations. These policies govern the Service Desk's role in the distribution of software, user account management, and security privileges on the network and workstations. Agents must abide by these policies and procedures at all times. The security rights granted to an agent must be respected as well as the privacy of the cusotmer.
Ethical behavior is expected when communicating with Entergy's user base and during remote connectivity to a user's PC. Leidos'code of business conduct is expected to be maintained at all times.
As the frontline support for IT, an agent's customer service skills are extremely important. Not only do the agents represent the Service Desk, but they also represent Leidos. Agents should be able to work gracefully under pressure and maintain a positive and professional attitude in an often fast-paced environment.
High school education or equivalent and 3+ years technical training.
Leidos Overview:Leidos is an applied solutions company focused on markets that are seeing converging business and technological trends, and address basic, enduring human needs: defense and national security, health and life sciences, and energy, engineering and infrastructure. The Company''s approximately 20,000 employees serve customers in the U.S. Department of Defense, the intelligence
, the U.S. Department of Homeland Security, other U.S. Government civil agencies and commercial health and engineering markets.
Leidos is an Equal Opportunity Employer M/F/D/V.
Job Posting: Mar 13, 2014, 12:04:40 PM
Primary Location: United States-AR-LITTLE ROCK
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time
Req ID: 603771
Date: Thu, 13 03 2014 00:00:00 GMT
Country: US
State: AR
City: Little Rock
Postal Code: 72201
Locale: en_US

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