Enterprise Service Desk Specialist Mid
About The Position
The Enterprise Service Desk Specialist provides Tier 1 IT support for a contract maintaining and modernizing the Navy and Marine Corps’ global network. As part of the Leidos team supporting the Navy-Marine Corps Intranet, the specialist serves as an initial point of contact for IT-related problems and provides phone and online support to users. The role includes troubleshooting and resolving technical issues, following escalation protocols, monitoring network health and status, communicating and documenting outages, executing scripts, opening and closing tickets, and correlating events and incidents to support IT service management.
Requirements
- High school diploma or GED and 3 years of relevant experience.
- U.S. citizenship.
- Active DoD Secret security clearance.
- DoD 8570 Information Assurance Technician (IAT) Level II certification, such as CompTIA Security+.
- Willingness to work shifts, including evenings and weekends.
Nice To Haves
- Experience in IT customer service.
- Two years of IT ticketing system experience.
- One year of experience using remote desk takeover tools.
Responsibilities
- Serve as the initial point of contact for IT-related problems.
- Provide Tier 1 phone and online support to users.
- Troubleshoot and resolve technical issues, following escalation protocols as necessary.
- Monitor network health and status.
- Document and communicate outage information to co-workers and customers.
- Execute scripts.
- Open and close tickets.
- Correlate events and incidents for IT service management.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
