SME Helpdesk Specialist
SME Helpdesk Specialist
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$ 101400 - 183300
1 Vacancy
Job Description
Leidos is seeking an SME Helpdesk Specialist to support largescale migration and operations on a large highprofile DOD contract. The I3TS program provides enterprisewide IT support to enable DTRAs Information Management & Technology Directorate (ITD) to consolidate modernize and continuously innovate the delivery of IT services and mission capabilities to DTRAs 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
- The position will help to implement and oversee processes and improvements to support Customer Service Levels as well as providing input to program leadership how to achieve efficiencies and improvement is service desk functions.
- Facilitates helpdesk tiers 1 & 2 staff in recognizing identifying isolating and resolving problems with information systems products and services.
- Candidate must be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues hardware and software support handson and remote support.
- Correlate events and incidents for management of Information Technology (IT) Services.
- Provide great and prompt customer service to DTRA personnel by assisting them with ITrelated 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 tickets change requests and other metrics stay within the programs AQL/SLA commitments.
- Utilize Remedy and/or ServiceNow 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.
Basic Qualifications
- Bachelors and1215 years of relevant experience
- Active DODTop Secret clearance
- Information Assurance Technician (IAT) Level II
- Experience in IT customer service including two 4 years of IT ticketing system experience and one 1 year of experience in helpdesk consolidations or ITSM upgrades.
- Experience in utilization of Remedy and/or ServiceNow SLA reporting functionality.
- Experience with Automated Call Distribution systems for call center management and metrics collection.
- Experience meeting service level goals and targets.
- Experience briefing government customers and leadership on service desk metrics and performance.
Preferred Qualifications
- Systems or network administration experience in Windows Server and/or Cisco environments.
- Familiarity with automated call distribution systems.
- Certification in a processbased platform including programs equal to ITIL HDI CoBIT Lean Six Six Sigmaetc.
Original Posting:
April 10 2025For 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 $101400.00 $183300.00The 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
