Sr. Helpdesk Specialist

Description

Leidos is seeking an Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA. The I3TS program provides enterprise-wide IT support to enable DTRA's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations.

In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

Primary Responsibilities:

• Troubleshoot, resolve, and/or escalate technical issues based on ticket assignments deskside or remotely, as necessary.
• Correlate events and incidents for management of Information Technology (IT) Services.
• Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
• Document and communicate degradation of services or outage issues information to customers and help with resolution.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure your assigned tickets stay within the program's AQL/SLA commitments.
• Utilize Remedy and/or Service Now for queue and work management.
• Ensure all tickets, requests, and work orders are properly documented.
• Create or coordinate the development of Knowledge Base Articles (KBA)
• Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
• Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

• Bachelors Degree with 8+ years of relevant experience or a Masters Degree with 6-10 years of experience. Additional experience will be considered in lieu of a degree.
• Active DOD Top Secret clearance
• Information Assurance Technician (IAT) Level II prior to start.
• Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
• Experience meeting service level goals and targets.

• Systems or network administration experience in Windows Server and/or Cisco environments.
• Familiarity with automated call distribution systems.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.