Enterprise Service Desk Specialist Mid

Leidos • Kansas City, MO

18h

About The Position

The Enterprise Service Desk Specialist provides Tier 1 IT support as the initial point of contact for IT-related problems. The role supports the Navy-Marine Corps Intranet and its enterprise network, including cybersecurity services, network operations, service desk, and data transport. The work is part of a program to maintain and modernize the Navy and Marine Corps global network and help unify shore-based networks and data management.

The specialist provides phone and online support to users, troubleshoots and resolves technical issues, and follows escalation procedures when needed. Additional work includes monitoring network health and status, documenting and communicating outage information, executing scripts, opening and closing tickets, and correlating events and incidents for IT service management. The role requires willingness to work shifts, including evenings and weekends.

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

• IT customer service experience.
• Two years of IT ticketing system experience.
• One year of experience with remote desk takeover tools and their use.

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 coworkers and customers.
• Execute scripts.
• Open and close tickets.
• Correlate events and incidents for IT service management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED