Job Posting/Market Title Executive Support IT Service Desk Analyst

Leidos • Fort Belvoir, VA

1d • $82,550 - $149,225 • Onsite

About The Position

Leidos is seeking an Executive Support Service Desk Analyst to support large-scale migration and operations on a large, high-profile DOW contract in Fort Belvoir, VA. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations. In this role, a successful candidate will provide Executive IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and applying cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems. You will serve as the onsite initial point of contact for Executive Support IT-related problems and incidents. In this capacity you will provide phone, chat, and walk-up support to VIP and Premier users, performing technical triage, troubleshooting, resolving issues, and following escalation protocols as necessary.

Requirements

• Bachelor’s Degree with 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. May possess a Doctorate in technical domain. Additional experience will be considered in lieu of a degree.
• Must currently hold an active DOD TS/SCI clearance
• Successful verification of your 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 environment including four (4) years of IT ticketing system experience and two (2) years of experience in remote desk administration tools and usage
• Experience meeting service level goals and targets

Nice To Haves

• Experience with Office 365 and remote desktop applications
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

Responsibilities

• Provide professional and prompt in person customer service to Executive Level DTRA personnel by assisting them with IT-related issues
• Manage, document and communication of degradation of services or outage issues to customers and help with resolution
• Manage, analyze, troubleshoot, and resolve incidents and SC Tasks based on the Service Desk operating procedure
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution
• Ensure your assigned incidents stay within the program’s AQL/SLA commitments
• Open, update, and resolve incidents in Service Now
• Ensure all incidents and SC Tasks are properly documented
• Create and/or coordinate the development of Knowledge Base Articles (KBA)
• Manage and troubleshoot complex problems and be able to derive root causes and apply correct fixes or workarounds
• Provide support for new Executive Customers setting up Government Furnished Equipment (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
• Granting Outlook Delegate Access to New Military Assistants and Executive Assistants
• Classified Workstation and Tablet testing and fielding for VIP and SES customers
• Ensuring Travel devices are maintained and have latest updates
• As mission priority is needed, being onsite early or late to work with travelling VIPs/SES customers
• Conference room VOIP telephone installation and maintenance
• Assist with Conference room support and laptop profile caching for Military Assistants and Executive Assistants
• Ensuring Executive Level Customers have proper access to network resources and NPEs
• Unclassified Mobile Device Provisioning for Executive Support Customers
• Proficiency with imaging Unclassified and Classified Workstations with standard Baseline Image

Benefits

• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior