Field Support Technician Intern

$44,850 - $81,075/Yr

Leidos - Washington, DC

Full-time - Intern

Washington, DC

Professional, Scientific, and Technical Services

About the position

The Field Support Technician Intern will provide primary support for customer requests and issues within the Air Force National Capital Region IT Services program. This role involves troubleshooting, resolving issues, and escalating problems as necessary, while working both remotely and in-person at Joint Base Anacostia-Bolling. The intern will be responsible for maintaining communication with users and ensuring timely resolution of technical problems.

Responsibilities

• Provide remote and in-person support to users after an initial acclimation period.
• Investigate requests or issues and resolve them where possible.
• Track actions via a ticketing system and escalate to appropriate work groups when necessary.
• Determine the functional area of reported problems, such as hardware, software, applications, telecommunications, desktops, mobile devices, and printers.
• Deploy mobile devices to end users and assist with basic enterprise-level mobile device management configuration and troubleshooting.
• Arrange appropriate resolution under warranty for equipment issues.
• Update assigned tickets and coordinate necessary work continuously.
• Document status updates and communicate with necessary parties, providing follow-up to users until resolution.
• Escalate problems to the next level of support if issues cannot be resolved.
• Provide excellent phone support and maintain strong oral and written communication skills.
• Work to incident response and resolution targets in an ITSM environment with SLAs.
• Apply logical thinking and problem-solving skills to common end-user desktop challenges.

Requirements

• Enrolled in a degree-seeking program at an accredited college/university in a related field.
• Ability to obtain and maintain a DoD Secret security clearance.
• US citizenship required.
• Experience working in a customer service or call center environment.
• Ability to thrive in a team atmosphere and manage high call volumes effectively.
• High-energy work ethic and availability to work non-standard hours during peak times.
• Willingness to gain industry certifications such as ITIL V4, CompTIA A+, and/or CompTIA Network+.

Nice-to-haves

• Experience working in a lab or professional environment.