Enterprise Help Desk Agent, Tier 1

Description

Leidos is seeking an experienced Enterprise Help Desk (EHD) Agent, Tier 1, to join the Mission Support Services (MSS) team. MSS is a shared service, internal investment group under the Digital Modernization Sector and the Repeatable Offerings organization, supporting multiple Service Desks and ServiceNow implementations for both Leidos and Federal Government customers. This is a new EHD, in support of a fast-paced DoD program. This position includes providing Tier 1 support for end users utilizing a comprehensive, IT enterprise solution across multiple classification levels.

Range: $50,000 $70,000

Primary Responsibilities

• This position is a "hands-on" position working as part of a team at a facility in Lorton, VA.
• In-depth knowledge of commonly-used IT concepts, practices, and procedures within a Help Desk environment.
• Ability to effectively support customers, including, but not limited to account management support.
• Enter EHD tickets accurately and grammatically correct in the EHD tools.
• Identifies, researches, and resolves technical problems for end users.
• Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution.
• Understands EHD Service Level Objectives (SLOs) and the Tier 1 role in support of meeting SLOs.
• Performs day-to-day EHD operations, ensuring efficiency and adherence to best practices and program procedures.
• Works to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support.
• Resolves routine problems and issues, with clearly prescribed solutions.
• Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to the ticketing system.
• Supports cross-tier integration to ensure consistent and repeatable processes.
• Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities.
• Must be able to pay close attention to details.
• Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
• Must be able to work Monday - Friday, 8 hours per day. Additionally, longer shifts or change to shift may be required to support business needs.

• Active DoD Top Secret/SCI (TS/SCI) or at least a TS clearance and the ability to obtain a SCI prior to start date.

• Bachelor's degree with a minimum 1 year of prior relevant experience. High school diploma with additional experience may be considered in lieu of degree.
• U.S. Citizen.
• Proven experience in Service Desk/Help Desk environments.
• Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows, ticketing systems, and resolution processes.
• Ability to work independently and as part of a team.
• Excellent customer service, communication, organizational and technical skills.
• Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.
• Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.

• Experience working in or with a Network Operations Center or Security Operations Center.
• Experience with Air Force Life Cycle Management Center programs.
• Relevant certifications (e.g., PMP, ITIL, HDI, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,)
• Expert user in ServiceNow ITSM and JIRA Service Management.
• Knowledge management and/or knowledge base articles experience and relevant certifications.
• Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
• Demonstrated ability to solve problems or deliver solutions in creative, forward-thinking manner, emphasis on HCD/UX.