Service Desk TechnicianVTC
Service Desk TechnicianVTC
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$ 44200 - 79900
1 Vacancy
Job Description
Primary Responsibilities:
- Serve as the first contact with customers who need technical account management and VTC assistance via phone email or in person
- Investigate and diagnose Tier 1 hardware software and application problems; promptly escalate incidents to Tier 2 support as needed
- Provide quick resolution and excellent customer service
- Submit update and monitor the service desk ticketing system for all incoming requests
- Follow up with customers on outstanding tickets and close out resolved tickets
- Track user account creation and progress on Microsoft SharePoint through Power Apps
- Provide handson assistance involving troubleshooting and diagnostic support for all related VTC/DVTC systems equipment failures or service issues
- Schedule DIA JWICS Video Teleconferences and deconflict scheduled conferences as needed
- Maintain a service desk/VTC knowledge base book; review and update quarterly
- Provide weekly team updates on any changes and issues affecting the functionality of the service desk and VTCs
- Track and submit monthly service desk metrics
- Participate in or lead special projects and daytoday operations as needed or assigned by the site lead
Security Clearance:
- Active DoD TS/SCI clearance required.
Basic Qualifications:
High school diploma or equivalentand 3 years of prior experience.
Active IAT Level II DoD Approved 8570 Baseline Certification (e.g. Security CE) or higher.
JWICS VTC scheduling experience.
Professional IT and/or Help Desk experience.
Experience with Microsoft Office 365 Teams Power Apps and related services.
Ability to work independently and follow directions appropriately.
Basic knowledge of LAN/WAN and networking infrastructure.
Preferred Qualifications:
Experience with ticketing systems ServiceNow Remedy SolorWinds Web Help Desk etc.
Computing Environment certifications/certificates of training: Microsoft Windows 10 MCP Microsoft 365 Certified Modern Desktop Administrator CompTIA A and Network ITIL Foundations.
US Army client and network experience.
EIO2024
Original Posting:
April 16 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 $44200.00 $79900.00The 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:
IC
Employment Type
Full-Time
