Help Desk Analyst

Description

The Leidos National Security Sector currently has an opening for a Help Desk Analyst to support our team in Mechanicsburg, PA. This is an exciting opportunity to use your experience helping with the ELMS mission. ELMS is the Accountable Property System of Record (APSR) for over 50 DoD agencies and Military Services. This individual will help ascertain the nature of the support request, resolve issues where possible, and escalate to the appropriate work group, when necessary. The Analyst will be responsible for documenting all work in the customers service management system.

We are looking for a candidate that has strong verbal and written communication skills, as well as excellent organizational, customer service, data analysis, technical analysis, and problem-solving skills. The candidate should be able to adapt to a fast-paced and dynamic work environment, with a willingness to research, learn, and apply new concepts and technologies.

This position involves a rotating shift schedule, requiring a late shift rotation every week.

Primary Responsibilities:

• Act as the first point of contact for users, guiding them through solutions via phone, email, chat, and ticketing system.
• Provide research for reported system deficiencies and bugs and coordinate with support staff and user community to ensure the system deficiencies and bugs are fully and correctly resolved.
• Perform data analysis and review to respond to requests.
• Provide technical support via phone and email on AIT hardware utilized by the application, including, but not limited to: inventory printers, handheld and tethered barcode scanners, barcode printers and supplies, RFID scanners, printers, and supplies.
• Maintain high levels of customer satisfaction by providing timely, helpful, and professional support.
• Ensure all requests for support are logged, correctly categorized, and assigned to the correct team.
• Contribute to the knowledge base by documenting solutions and troubleshooting steps, making it easier for future users and analysts to resolve similar issues.

Basic Qualifications:

• High school diploma or equivalent and 2+ years of relevant experience.
• US Citizen: Currently possessing or ability to successfully obtain and maintain Secret Clearance upon hire.
• Excellent customer service, data analysis, technical analysis, and problem-solving skills.
• Capable of multi-tasking, very detail-oriented, and able to adapt to working in a fast-paced and dynamic work environment.
• Strong Microsoft Office Suite and troubleshooting skills.
• Strong communication skills (written and verbal) are needed to engage and support our customers.
• Strong work ethic and desire to learn and progress.

Preferred Qualifications:

• Knowledge of system functionality and capabilities, to be able to efficiently and effectively answer user questions.
• Prior knowledge of Department of Defense (DoD) agencies, specifically the United States Army warehouse and supply processes.
• Prior knowledge of Department of Defense (DoD) property accountability, accounting standards, financial reporting, fleet management and/or warehouse operations.
• Prior knowledge of the application development lifecycle is a plus.

EIO2024

At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2... good. You'll fit right in.

At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2... good. You'll fit right in.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.