Sr. Tier 2 Helpdesk Specialist

Leidos is seeking an Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large high-profile DOD contract in Fort Belvoir VA OR Albuquerque New Mexico. 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 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.

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

Primary Responsibilities:

• Troubleshoot resolve and/or escalate technical issues based on ticket assignments deskside or remotely as necessary.

• Correlate events and incidents for management of Information Technology (IT) Services.

• 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.

• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.

• Ensure your assigned tickets stay within the programs AQL/SLA commitments.

• Utilize Remedy and/or Service Now 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 Degree with 8 years of relevant experience or a Masters Degree with 6-10 years of experience. Additional experience will be considered in lieu of a degree.

• Active DOD TS/SCI clearance

• Current 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 including two (4) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.

• Experience meeting service level goals and targets.

Preferred Qualifications:

• Systems or network administration experience in Windows Server and/or Cisco environments.

• Familiarity with automated call distribution systems.

• 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.