Help Desk Administrator

Join a team committed to a mission!

At Leidos we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers success. We empower our teams contribute to our communities and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers our people and our community. Our Mission Vision and Values guide the way we do business.

Are you ready for your next career challenge

The Defense Sector at Leidos has an opening for a Help Desk Administrator to supprot the Simulator Common Architecture Requirements and Standards (SCARS) Program in our Orlando FL office. This is an exciting opportunity to use your experience to support a sustainment initiative to incrementally establish a common open-systems architecture for Air Forcesimulators improvingcyber resilience andresponsiveness and minimizing life cycle costs. All support is provided via phone and the help desk specialist will troubleshoot access issues such as password resets and other tier-based help desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed. Works to achieve day to day objectives consisting of tasks that are typically routine with some deviation from standard practice. Works under moderate supervision for routine tasks. Resolves routine problems and issues with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems. Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or position is a hands-on position working as part of a team at our facility in Orlando FL.

Roles & Responsibilities:

• Receive manage and respond to Help Desk calls supporting the current contract
• ProvidesHelp/Service Desk support to end users on a variety of issues.
• Identifies researches and resolves problems.
• Ability to diagnose data communications problems.
• Responds to telephone calls email and personnel requests.
• Document track and monitor problems to ensure a timely resolution.
• Schedule testing events with customers.
• Works to achieve day to day objectives consisting of tasks that are typically routine with some deviation from standard practice. Works under moderate supervision for routine tasks.
• Resolves routine problems and issues with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems.
• Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.
• Enter Help Desk tickets accurately and grammatically correct in Help Desk tools.
• Ability to research and/or contact sources for information to respond to customer needs.
• Ability to learn customer support is essential to provide Tier 1 level support to customers.
• Ability to provide timely Tier 1 customer support.
• Demonstrate consistent active listening skills
• Escalate more complex issues
• Generate reports from the Help Desk tools
• Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support.
• Willingness to work outside of normal business hours to support events.

Basic Qualifications

• Must have completed a 2-year degree in Information Technology Computer Science or technical related field
• At least 1 year of relevant helpdesk experience
• Must currently possess an active Secret clearance (or ability to obtain)
• CompTIA Security required
• Must have a desire to learn and work within a team environment and have at least one year of experience in an organization supporting a US Government/ program.
• Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers.
• Experience in handling sensitive data for commercial and/or Government customers

Preferred Qualifications

• Hands-on Experience with PC Applications- M365
• Experience as a customer service/help desk agent
• Experience in call-taking
• Experience in working with US government customers.

DABAOPP1

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.