Leidos is seeking an Intermediate Helpdesk Specialist in Reston, VA to support large-scale migration and operations on a large, high-profile DOD contract. 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:
You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, online and deskside support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary. Additional duties will include:
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.
Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.
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.
Open and close tickets in Remedy and/or Service Now.
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.
Basic Qualifications:
Bachelors Degree with 4+ years of relevant experience or a Masters Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.
Active DOD Secret clearance
Information Assurance Technician (IAT) Level II
Experience in IT customer service including two (2) 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.
Preferred Qualifications:
Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking
Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:Pay Range $63,700.00 - $115,150.00The Leidos pay range for this job level is a general guideline only and 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.
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We Are Leidos
For 50 years we have been tackling some of the biggest problems that face our nation and our world.
OUR MISSION
Through our culture of innovation and history of performance, we develop deep customer trust built on integrity and create enduring solutions that improve our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020.
Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®.
Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the newly launched Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos.
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