Tier 1 Service Desk Analyst

Leidos is seeking an Intermediate Service Desk Analyst to support large-scale migration and operations on a large high-profile DOD contract. The I3TS program provides enterprise-wide 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 will provide IT Service Desk support installing operating maintaining troubleshooting administrating and applying cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

You will serve as the initial point of contact for IT-related problems and this capacity you will provide phone virtual and walk up support to users performing technical triage troubleshooting resolving 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 troubleshoot and resolve incidents and SC Tasks based on the Service Desk operating procedure
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution
• Ensure your assigned incidents stay within the programs AQL/SLA commitments
• Open update and resolve incidents in Service Now
• Ensure all incidents and SC Tasks are properly documented
• Create and/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 Government Furnished Equipment (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

Required 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 TS/SCI Clearance.
• Information Assurance Technician (IAT) Level II
• Experience in IT customer service environment including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk administration tools and usage
• Experience meeting service level goals and targets.

Desired 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 Sigmaetc.

If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

Original Posting:

Pay Range:

The 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.