Executive Support IT Service Desk Analyst

Leidos is seeking an Executive Support Service Desk Analyst to support large-scale migration and operations on a large high-profile DOW contract in Fort Belvoir VA. 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 Executive 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 onsite initial point of contact for Executive Support IT-related problems and this capacity you will provide phone chat and walk-up support to VIP and Premier users performing technical triage troubleshooting resolving issues and following escalation protocols as necessary.

Clearance: Must currently hold an active DOD TS/SCI clearance. Must be a U.S. Citizen.

Additional duties will include:

• Provide professional and prompt in person customer service to Executive Level DTRA personnel by assisting them with IT-related issues

• Manage document and communication of degradation of services or outage issues to customers and help with resolution

• Manage 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)

• Manage and troubleshoot complex problems and be able to derive root causes and apply correct fixes or workarounds

• Provide support for new Executive Customers 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 8 12 years of prior relevant experience or Masters with 6 10 years of prior relevant experience. May possess a Doctorate in technical domain. Additional experience will be considered in lieu of a degree.

• Clearance: Must currently hold an active DOD TS/SCI clearance

• Successful verification of your 8140 (Previously 8570) IAT Level II (SEC or equivalent) prior to your start date with Leidos as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.

• Experience in IT customer service environment including four (4) years of IT ticketing system experience and two (2) years of experience in remote desk administration tools and usage

• Experience meeting service level goals and targets

• Granting Outlook Delegate Access to New Military Assistants and Executive Assistants

• Classified Workstation and Tablet testing and fielding for VIP and SES customers

• Ensuring Travel devices are maintained and have latest updates

• As mission priority is needed being onsite early or late to work with travelling VIPs/SES customers

• Conference room VOIP telephone installation and maintenance

• Assist with Conference room support and laptop profile caching for Military Assistants and Executive Assistants

• Ensuring Executive Level Customers have proper access to network resources and NPEs

• Unclassified Mobile Device Provisioning for Executive Support Customers

• Proficiency with imaging Unclassified and Classified Workstations with standard Baseline Image

Desired Qualifications:

• Experience with Office 365 and remote desktop applications

• 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.

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.