Sr. Tier 2 Helpdesk Specialist
Job Location:
Albuquerque, NM - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Leidos is seeking a Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large high-profile DOD contract in Albuquerque NM. 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 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:
Technical Support
- Troubleshoot resolve or escalate remote and deskside IT issues.
- Resolve connection and imaging issues on classified/unclassified endpoints.
- Perform VDI troubleshooting and resets on SIPR thin clients.
- Deploy and troubleshoot MFDs/printers and coordinate vendor servicing.
- Set up IT equipment (ADPE) for new employee onboarding.
- Execute routine desktop installation and hardware setup tasks.
Advanced Technical Support
- Perform root-cause analysis and advanced diagnostics to resolve complex remote and deskside IT incidents.
- Troubleshoot advanced connectivity and systemic imaging failures on Unclassified and Classified Endpoints (including SCIF deployments).
- Execute advanced VDI diagnostics and SIPR thin client remediation prior to Tier-III Virtualization escalation.
- Diagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians.
- Remediate complex account administration issues and secure access controls for enterprise applications and services.
Deployment & Infrastructure Support
- Coordinate and execute comprehensive desktop installation projects encompassing ADPE setup VTC suites and network validation.
- Maintain Microsoft Planner Dashboards with detailed technical updates to brief leadership on deployment and device status.
Process & Compliance
- Execute all technical interventions in strict compliance with ITSM ITIL and information systems security/assurance protocols.
- Author comprehensive Knowledge Base Articles (KBAs) to document complex workarounds and newly identified fixes.
- Deliver prompt high-level technical customer service clearly communicating service degradations and remediation steps to users.
- Mentor peer technicians by demonstrating advanced endpoint and peripheral troubleshooting methodologies.
Basic Qualifications:
- High School with 8 years of relevant experience.
- Active DoD TS/SCI clearance at time of consideration.
- 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 (6) years of IT ticketing system experience and one (2) 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 environment and/or advanced PowerShell scripting
- 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.
For 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.
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.
Required Experience:
Senior IC
About Company
Leidos is an innovation company rapidly addressing the world's most vexing challenges in national security and health. Our 47,000 employees collaborate to create smarter technology solutions for customers in these critical markets.
